Senior Tech Support Analyst - Taguig City

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

• Provide Level 2 support for escalated technical issues from Level 1 analysts
• Troubleshoot and resolve complex issues related to Windows and macOS systems, applications, hardware and network connectivity
• Document solutions and contribute to the knowledge base for recurring issues
• Collaborate with other IT teams (e.g., infrastructure, application support, network operations) to resolve cross-functional issues
• Ensure timely resolution of incidents and service requests within defined SLAs
• Participate in root cause analysis and continuous improvement initiatives
• Maintain compliance with IT policies, security standards, and data protection regulations
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  
  

• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, ITIL) are a plus
• 2+ years of experience in a technical support or service desk role
• Experience in a Level 2 support capacity within an enterprise or healthcare environment is preferred
• Experience supporting remote users across multiple time zones
• Technical Skills
• Operating Systems:
• Experience with OS-level troubleshooting, driver issues, system performance, and patch management
• Proficiency in Windows 10/11 and macOS
• Familiarity with Active Directory, Group Policy, and remote desktop tools
• Applications:
• Support experience with enterprise applications such as Microsoft 365, Outlook, Teams, OneDrive, and SharePoint
• Experience in troubleshooting productivity tools, VPN clients, antivirus software, and remote access tools and virtual desktops (e.g., Citrix/VDI platforms)
• Experience with ticketing systems (e.g., ServiceNow)
• Networking:
• Understanding of TCP/IP, DNS, DHCP, and VPN technologies
• Ability to diagnose network connectivity issues (wired and wireless)
• Familiarity with enterprise network environments and remote troubleshooting techniques
  

• Solid analytical and problem-solving skills
• Excellent verbal and written communication
• Ability to work independently and collaboratively in a fast-paced environment
• Customer-focused mindset with a commitment to delivering high-quality support