This role presents an exciting opportunity for an experienced IT support professional to join Manulife Data Services Inc. at the UP North Science & Technology Park in Quezon City. As an essential contributor to our mission of delivering outstanding technical support and customer service, you will play a key role in resolving complex IT challenges and ensuring seamless operations for our users. This position empowers you to leverage and enhance your technical skills across diverse platforms and devices, all while advancing your career in a supportive and flexible environment. By joining our global team, you will engage in meaningful work and receive the recognition and support needed for your professional growth. **Position Responsibilities:** + The primary focus is to provide support over the phone for all incidents that are not resolved within the Service Desk Level + Provide physical/face-to-face/on-site technical assistance + Must have customer service excellence as core values + In charge of the end-to-end process of incident and request flow + Serve as the escalation point,taking ownership of the case until the issue is resolved and/or the request is fulfilled. + Provide **Required Qualifications:** + Graduate of any 4-year IT-related course. + At least 3 years of overall work experience in IT support/End User support + ITIL, CCNA, or any IT technical certification Is a plus. + Basic to intermediate knowledge on the IT Asset Management Lifecycle is a plus. + Excellent communication skills, both verbal and written. + Has first-class level of customer service ensuring over-the-phone, email, and onsite assistance is provided appropriately + Able to present his/herself professionally and exhibit good working relationships with co-workers and clients. **Preferred Qualifications:** + Has good moral character + Has strong technical skills + Has strong Analytical Skills + Knowledge of ITIL Practices **_When you join our team:_** + We’ll empower you to learn and grow the career you want. + We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. + As part of our global team, we’ll support you in shaping the future you want to see. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido