Senior IT Operations Support

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.
 

About the Role

The purpose of the Senior IT Operations Support role is to provide higher-level technical support to end users by handling incidents and service requests that have been escalated by L1 and L2 Service Desk engineers.  The role is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues.

This role requires a good range of technical capabilities in line with technologies the Company manage for its customers as well as the ability to be a key contact and escalation point for the L1 and L2 Service Desk engineers, customers technical teams, and managers.

Essential Duties

• Support end-users onsite and remotely to resolve IT related issues
• Ensure that all end-users are able to log in to the Company network
• Assist in setup of new PCs and installation, upgrades and internal relocation
• Maintain desktops hardware configurations & operating systems
• Handle PCs, notebooks, peripherals and printer’s faults
• Escalating problems to 3rd Level support or 3rd party vendors and other IT resolver groups,
• Adhere to Incident Management, Request Management, Problem Management, and Change Management processes as per Company/customer standards (ITIL) and within SLAs,
• To provide after hours on-call escalation as required,
• Understand Customer and the Company’s business processes and procedures.

Qualifications

• 2 years’ experience in a Technical Support role, preferably including experience in a Managed Services environment. 
• 2 years’ experience with an enterprise grade Service Management Tool.
• ITIL v3 Foundation or above certification (desired)
• Passion for Customer Service Excellence
• Ability to prioritise tasks and workload
• Excellent verbal and written communication skills
• Ability to work in a team environment with a shared workload
• Ability to work autonomously, prioritize time for oneself and the team, make critical decisions and/or escalate as appropriate.

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps