Specialist, IT Global Service Desk

Puma
Philippines
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Customer service","Teamwork","English"]

Provide Level 1 IT support (remote and on-site) for hardware, software, network, and security across APAC and North America time zones. Own incidents end-to-end with documentation, escalate to Level 2/3 as needed, contribute to knowledge management, and participate in continuous process improvement while rotating shifts.

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FursaFursa
Puma
Puma
3 months ago

Specialist, IT Global Service Desk

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Provide Level 1 IT support (remote and on-site) for hardware, software, network, and security across APAC and North America time zones. Own incidents end-to-end with documentation, escalate to Level 2/3 as needed, contribute to knowledge management, and participate in continuous process improvement while rotating shifts.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide Level 1 remote and on-site IT support for hardware, software, network and security, owning incidents end-to-end with clear user communication, timely support, thorough documentation, and structured escalation to Level 2/3 teams as needed
  • •Perform first-level diagnosis and troubleshooting IT support to users on designated rotational shift; Document incidents and remedies
  • •Escalate problems when unable to make proper determination and follow guidelines for service calls
  • •Advise and educate users within procedural guidelines to ensure a complete solution to their technical or service questions
  • •Maintain strong compliance with organizational, security, and operational standards and contribute to knowledge management and continuous process improvement

Pay and Benefits

Perks:On-site CoffeeOnsite Facilities

Key Requirements

  • •Bachelor's Degree in Computer Science/Engineering and/or Information Technology or a similar course
  • •At least 3 years of experience in IT Service Desk or Global Support
  • •Has experience in Retail / IT / Wholesales / Fashion / Factory industry
  • •Good command of written and spoken english
  • •Technical knowledge in Endpoint management (Windows/macOS), M365 (Outlook, Teams, OneDrive, SharePoint) Intune / Endpoint Manager fundamentals, Identity & access management concepts (accounts, MFA, group access, licenses), Basic networking concepts (DNS, connectivity, VPN), IT Security fundamentals, and Mobile/Multimedia products and devices
Experience:3+ yearsRetailItFashionFactoryWholesaleGlobal support
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer serviceTeamworkEnglish
Languages:English
Tech Stack:WindowsMacOSM365IntuneEndpoint ManagerIdentity & access managementDNSVPNIT SecurityMobile devices

Company Brief

Puma
Global athletic and casual footwear, apparel, and accessories brand designing, developing, marketing and selling sports-inspired products for consumers and athletes worldwide.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Herzogenaurach, Germany
Founded: 1948
WebsiteLinkedIn