Desktop Support Specialist 3

Meet the team:

Reporting to the Desktop Support Supervisor, this position will play a very important role in the operations of the company in the country. The deserving individual will be part of the GBS IT Team and will be exposed to a wide range of different technical tasks. As part of the Global IT Team, opportunities and learnings are never-ending.

As a Desktop Support Specialist 3, you will serve as a senior escalation point for complex technical issues, providing hands-on support, mentoring team members, and ensuring a seamless end-user experience across modern workplace technologies. ​

Where you come in:

• You repair, maintain, and upgrade desktops, laptops, printers, and collaboration/AV equipment to ensure optimal workstation performance.
• You troubleshoot technical issues in a timely and accurate manner, providing both hands-on and remote support to end users.
• You investigate, diagnose, resolve, and recover hardware and software issues, including those involving cloud-managed and hybrid-joined devices.
• You manage service requests, software installations, endpoint deployments, Autopilot provisioning, and hardware refresh activities.
• You own support incidents and user requests through resolution, ensuring delivery against agreed service levels and ITSM processes.
• You provide onsite and remote support for employees at all levels, including VIP and executive users.
• You create and maintain technical documentation and knowledge base articles to improve support effectiveness and user experience.
• You serve as a subject matter expert, providing guidance and technical mentorship to Desktop Support Specialists I and II.
• You escalate complex issues when necessary and partner with cross-functional teams to drive timely resolution.
• You perform preventive maintenance activities across endpoint devices, printers, business continuity workstations, and audio/visual equipment.

What makes you successful:

• BS Information Technology, Computer Science, Computer Engineering or any other IT-related course
• At least 5 years of experience in IT Support or a related IT role, with demonstrated senior/escalation-level responsibility.
• You have strong experience supporting enterprise desktop, laptop, printer, and endpoint environments.
• You have proven expertise in hardware, software, operating system, and device troubleshooting.
• You have experience working with IT service management processes and tools such as ServiceNow.
• You have knowledge of modern endpoint management technologies including Microsoft Intune, Azure AD, Autopilot, and hybrid environments.
• You have experience supporting audio/video and collaboration technologies such as Microsoft Teams Rooms, Zoom Rooms, or similar platforms.
• You have a strong customer-first mindset and can effectively support both technical and non-technical users.
• You communicate clearly, document thoroughly, and maintain a high level of professionalism.
• You understand endpoint security best practices and modern workplace technologies.
• You are adaptable, organized, and capable of managing multiple priorities in a fast-paced environment.
• Flexible in terms of working schedule (morning, mid and night shift).
• Willing to render overtime during weekend/rest days if needed.
• Must be willing to work in One Montage, Cebu City (Onsite assignment).

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a minimum of 4-6 years of related experience and High School diploma/certificate or equivalent.