SGS

Technical Support Specialist

Posted One Month Ago

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Muntinlupa, Southern Manila District, National Capital Region, PHL

Hybrid

Entry level

Information Technology • Professional Services • Security • Consulting

The Role

Provides first-line technical support to affiliates and external clients, resolving desktop hardware, Windows 11, and application issues through phone and remote access. Manages incidents throughout their lifecycle, evaluates severity and priority, documents issues, consults knowledge resources, resolves requests or escalates them appropriately, and maintains reusable solutions. The role also supports management-system controls, QHSE compliance, emergency readiness, incident reporting, and workplace safety.

Summary Generated by Built In

Company 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.

Job Description

PRIMARY RESPONSIBILITIES

Provide first line support to SGS affiliates and external clients
Resolve desktop support and end user support issues
Fast paced handling of incidents / requests resolution, escalation and information routing.
Deciding on incident severity/priority
Validation and evaluation of technical and or operational information pertaining to the incident
First contact resolution and troubleshooting via phone and remote access tools
Managing Incidents throughout their lifecycle

REPORTING LINE

Head of Global Service Desk

SPECIFIC RESPONSIBILITIES

Establishes controls to monitor the performance of the management systems.
Validate, evaluate and classify incident / requests.
Determine resolution and/or escalation path to ensure all issues are appropriately managed.
Evaluate content of requests / incident report and gather information if missing any.
Record distinct issues in the tracking tools.
Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
Keep track of severity/priority 1 issues for appropriate escalation and follow-up.
Recognize solutions for repetitive use and enter those in knowledge database.
Complies with relevant Management Systems
Complies 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.
- Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
- In 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.
- Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
- Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.
- Maintain a safe and tidy worksite.
- Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.
- Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.

Qualifications

PROFILE

Bachelor's degree or equivalent in engineering or information technology/service management courses
Previous Customer facing role
Strong knowledge in resolving desktop hardware, desktop OS (Windows 11), and desktop application issues.
Experience of multi-cultural environments.
Microsoft Certified Engineer is preferred

REQUIRED SKILLS

Experience/Technical Knowledge

Dependability: The role requires an individual that must be accurate in the updates to the system
Problem Solving: The ability to identify and resolve problems quickly and effectively
Pro-activity: The ability to take initiative to make improvements.
Communication: The ability to listen to users and convey ideas and solution effectively
Teamwork: Ability to work in a Team both local and remote
Technical Skills: The ability to learn new products
Customer Skills: The ability to interact with customers in a polite and professional manner

Language

Fluent English

Skills Required

Bachelor's degree or equivalent in engineering, information technology, or service management
Previous customer-facing experience
Strong knowledge of desktop hardware, Windows 11, and desktop application troubleshooting
Experience working in multicultural environments
Fluent English
Microsoft Certified Engineer certification

SGS Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SGS and has not been reviewed or approved by SGS.

Healthcare Strength — Core medical, dental, and vision coverage is part of the U.S. package and is generally viewed as adequate even if not standout. Company information also underscores healthcare coverage as a standard element of the offering.
Retirement Support — A 401(k) is commonly included in the U.S., and group disclosures reference post‑employment benefit plans in select regions. These components provide a baseline of retirement security beyond core pay.
Strong & Reliable Incentives — Annual incentive/bonus structures are part of the compensation mix and cited positively in some regions and roles. Punctual pay is also highlighted as a plus.