- Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs?
She has over six years of experience in the IT industry. Her first three years were with SPI Global, now known as XXXX, where she worked in a hybrid role, providing IT support to in-house employees across global branches, including the Philippines and India. She handled user support requests primarily through a ticketing system, emails, and occasional phone calls, focusing on tasks like password resets, account requests, and software installations. Additionally, she was involved in incident management, addressing high-severity issues (Severity 1 and 2), leading conference calls, and coordinating with other IT teams to resolve outages. After three years, she transitioned to XXXX (XXXX) in the Philippines to explore new opportunities and further her professional growth. - What skill(s) / experience would you self-describe as strongest or specialist in?
Her strongest skills are in troubleshooting, particularly in a Level 2 support role. She focuses on in-depth issue resolution, which requires thorough investigation rather than quick fixes. Her approach involves identifying error sources, analyzing error messages, gathering user input, and, when necessary, remotely accessing user systems to resolve incidents efficiently. - Do you have the lists of key criteria’s according to the clients’ requirements?
She has experience in Level 2 IT support, handling extensive troubleshooting for software and applications, as well as managing incidents and service requests, including software installations. In her first role at XXXX, she focused on remote troubleshooting for users. She worked with Disney clients globally, where Level 1 support handled inbound calls and escalated complex issues to Level 2. Her responsibilities included analyzing errors, assisting users, and escalating unresolved issues to appropriate IT teams. After a few months, she was promoted to the request team, where she managed software requests, monitored approvals, and provided training to UBS team members. Within a year, she advanced to a Service Desk Coordinator role, overseeing Severity 1 and 2 incidents, supporting Level 1 analysts via Microsoft Teams, and assisting with technical issues through knowledge base articles. She also managed major outages, coordinated with SMS teams, and provided direct support to VIP users. Additionally, she facilitated the offboarding process by deactivating user accounts in Active Directory, Microsoft, Slack, and other platforms.
Active Directory, Microsoft Teams, Microsoft, Slack, Level 1 & 2 support
Department: HOT HK IT Infrastructure
Salary: $25k HKD per month
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RECRUITER SUMMARY
HOT HK IT Infrastructure, Active Directory, Microsoft Teams, Microsoft, Slack, Level 1 & 2 support, IT Service Desk Coordinator , $25k HKD
26/02/2025
Candidate Background
Nationality:
Filipino PR
Residence:
Hong Kong
Education:
Bachelor of Science: Computer Science XXXX College Main – Philippines
Languages:
English – Fluent,
Tagalog – Native
Experience:
Has over +6 years of experience in IT Industry.Current & Previous Employers and jobs include:IT Service Desk Coordinator at XXXX,
Remote Resolution Technician (L2) at XXXX,
Assistant System Engineer at XXXX,
IT Service Desk Analyst at XXXX
Motives:
She is actively looking a job for a stable position and to gain experience.
Current Salary:
PHP 41.6K per month
Expected Salary:
$25k HKD per month
Notice Period:
Can start immediately
Interview Availability:
Requires a day notice
Interview Assessment Notes
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