{"id":2394409,"url":"https://alion.io/job/sgs-technical-support-specialist-2","title":"Technical Support Specialist","company":{"id":3634,"name":"SGS","domain":"sgs.com","url":"https://alion.io/company/sgs","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":592,"ghost_share":0,"stale_share":0.998,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-06T15:44:14Z","employer_posted_date":"2026-09-06","last_verified_at":"2026-10-13T04:35:14Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"We are SGS - the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.\n PRIMARY RESPONSIBILITIES\nProvide first line support to SGS affiliates and external clients\nResolve desktop support and end user support issues\nFast paced handling of incidents / requests resolution, escalation and information routing.\nDeciding on incident severity/priority\nValidation and evaluation of technical and or operational information pertaining to the incident\nFirst contact resolution and troubleshooting via phone and remote access tools\nManaging Incidents throughout their lifecycle\nREPORTING LINE\nHead of Global Service Desk\nSPECIFIC RESPONSIBILITIES\nEstablishes controls to monitor the performance of the management systems.\nValidate, evaluate and classify incident / requests.\nDetermine resolution and/or escalation path to ensure all issues are appropriately managed.\nEvaluate content of requests / incident report and gather information if missing any.\nRecord distinct issues in the tracking tools.\nKeep track of known solutions, consult knowledge database and use findings to respond to senders/callers.\nKeep track of severity/priority 1 issues for appropriate escalation and follow-up.\nRecognize solutions for repetitive use and enter those in knowledge database.\nComplies with relevant Management Systems\nComplies with the QHSE policies including but not limited to:Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.\nResponds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.\nIn accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.\nReports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.\nUses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.\nMaintain a safe and tidy worksite.\nMaintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.\nActively participates in incident investigations and risk assessments as deemed necessary by SGS management.\n\nPROFILE\nBachelor's degree or equivalent in engineering or information technology/service management courses\nPrevious Customer facing role\nStrong knowledge in resolving desktop hardware, desktop OS (Windows 11), and desktop application issues.\nExperience of multi-cultural environments.\nMicrosoft Certified Engineer is preferred\nREQUIRED SKILLS\nExperience/Technical Knowledge\nDependability: The role requires an individual that must be accurate in the updates to the system\nProblem Solving: The ability to identify and resolve problems quickly and effectively\nPro-activity: The ability to take initiative to make improvements.\nCommunication: The ability to listen to users and convey ideas and solution effectively\nTeamwork: Ability to work in a Team both local and remote\nTechnical Skills: The ability to learn new products\nCustomer Skills: The ability to interact with customers in a polite and professional manner\nLanguage\nFluent English","description_format":"text","description_chars":3740,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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