About Us:
GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.
💼 We’re Hiring: Service Delivery Specialist
Ready to build your career in IT support? Join our team as a Service Delivery Specialist and help deliver fast, reliable, and customer-focused technical support. If you enjoy solving problems, learning new technologies, and making a positive impact on users every day, we'd love to hear from you! 💡
🎯 Position Objective / Job Summary
In this role, you will serve as the first point of contact for end users, providing technical support for hardware, software, and IT services through phone, email, remote access, and onsite assistance. You will troubleshoot technical issues, document support requests, and collaborate with internal IT teams to ensure timely resolution while delivering an excellent customer experience.
🏢 Deployment Setup
🔁 Work Arrangement: Hybrid (3 days onsite / 2 days remote)
🕒 Schedule: Shifting
⚙️ Key Responsibilities
- Provide first-level technical support to end users via phone, email, remote access, and onsite assistance.
- Diagnose, troubleshoot, and resolve hardware, software, operating system, and application-related issues.
- Log, categorize, track, and update incidents and service requests using the ticketing system.
- Escalate unresolved issues to the appropriate support teams following established procedures.
- Monitor assigned tasks and scheduled reports to ensure timely completion.
- Maintain accurate documentation of incidents, resolutions, and customer interactions.
- Coordinate with Infrastructure, Applications, and other IT teams to meet service level agreements (SLAs).
- Perform proper handover of outstanding tickets during shift transitions.
- Research solutions using available knowledge bases, documentation, and technical resources.
- Deliver professional, courteous, and customer-focused support at all times.
- Adhere to company policies, security standards, and IT service management processes.
- Support team members as needed to ensure continuous service delivery.
💡 Technical Competencies
- Knowledge of Microsoft Office applications
- Familiarity with Windows operating systems and Windows Server environments
- Basic understanding of computer hardware and software troubleshooting
- Experience using ticketing systems and knowledge bases
- Basic knowledge of SQL databases is an advantage
- Ability to explain technical concepts in simple, user-friendly language
🎓 Qualifications
- Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.
- At least 1 year of experience in an IT Help Desk, Service Desk, or Technical Support role.
- Experience handling incident management, ticket tracking, and end-user support.
- Exposure to system configuration, application support, or network environments is an advantage.
- Experience interacting directly with customers or end users.
- Knowledge of ITIL or IT Service Management practices
- Ability to speak Thai or Portuguese is an advantage
🤝 Skills & Attributes
- Strong customer service orientation
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- Good organizational and time management skills
- Ability to prioritize tasks in a fast-paced environment
- Team player with strong interpersonal skills
- Resourceful, detail-oriented, and self-motivated
- Able to work independently with minimal supervision
🚀 Ready to make an impact?
Be part of a team that delivers world-class IT support, empowers users, and keeps business operations running smoothly.
📩 Apply now and help us provide seamless, reliable, and customer-focused service!
