Product Technical Support Analyst Senior

Location: Manila, Philippines; hybrid with at least 2 days per week onsite; 24/7 shifting schedule supporting US-based clients

Company

hirify.global provides centralized technical support services for banking clients and selected insurance companies in the United States.

What you will do

• Provide day-to-day technical support and troubleshoot hardware, software, access, network, Citrix, and VPN issues through calls, chats, and tickets.
• Handle moderately complex incidents independently and escalate advanced cases according to impact and support guidelines.
• Perform user access and identity support, including Active Directory-related tasks and request fulfillment.
• Document, track, prioritize, and update incidents accurately in ServiceNow.
• Collaborate during outages and major incidents and contribute to knowledge management and continuous improvement.

Requirements

• 3+ years of experience in service desk or technical support roles involving end-user troubleshooting and ticket-based work.
• Hands-on experience with Active Directory, ServiceNow, Citrix, and VPN.
• Strong hardware and networking troubleshooting skills.
• Clear communication skills and the ability to explain technical concepts and gather information efficiently.
• Willingness to work hybrid with at least 2 days per week onsite.
• Availability for a 24/7 shifting schedule.

Culture & Benefits

• Work in a fast-paced service desk environment supporting business continuity.
• Collaborate with support analysts, team leads, and escalation teams.
• Follow ITSM/ITIL-aligned processes and standardized ServiceNow workflows.
• Contribute to documentation, knowledge sharing, and continuous improvement.