Service Desk Analyst – Level 2 (IT Support)

Location: Manila, Philippines

Company

hirify.global is an advisory and engineering company that co-creates innovative solutions for complex global challenges.

What you will do

• Provide local and remote second-level support to hirify.global offices and end users.
• Resolve hardware, software, workplace technology, and network issues within service-level targets.
• Monitor incidents, maintain accurate case histories, and complete routine administrative tasks.
• Respond to major and critical incidents and escalate complex faults to Level 3 service providers.
• Participate in incident, problem, change, release, and configuration management activities.
• Contribute to continuous improvement, technical documentation, stakeholder communications, and customer adoption.

Requirements

• At least 3 years of commercial IT experience, including customer-facing Level 2 desktop support.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Experience handling major incidents and business-critical outages.
• Experience supporting Windows, hardware, software, Office 365, networks, printers, iOS, and Android devices.
• Knowledge of ITIL-based service delivery and modern workplace technologies, including VMware, LANs, MFDs, Outlook, and mobile devices.
• Strong written, verbal, interpersonal, and collaboration skills with the ability to work independently and in a team.

Nice to have

• Experience in a Tech Assist Lounge, remote desktop engineering, or managed services environment.
• Experience with call management software.
• Experience supporting AutoCAD and specialist engineering applications.
• Experience configuring PC hardware.

Culture & Benefits

• Flexible working arrangements are discussed according to individual needs.
• Work in a culture based on respect, trust, inclusiveness, and collaboration.
• Support global offices and contribute to future-ready workplace technology.