Technical Support Analyst II

Position Purpose

The Technical Support Analyst II is responsible for providing advanced Level 2 remote endpoint support to employees and contractors across the International and Americas regions. As part of the Manila Remote Endpoint Support team, this role serves as an escalation point for the Global Service Desk, delivering timely resolution of complex technical issues and ensuring a high-quality end-user experience.

The position supports enterprise endpoint environments through the diagnosis and resolution of hardware, software, operating system, network connectivity, mobile device, and corporate application incidents. It also fulfills service and access requests, maintains endpoint health and compliance, and contributes to the stability and reliability of IT services across the organization.

Leveraging tools such as Workspace ONE, remote support platforms, and PowerShell automation, the Technical Support Analyst II applies established IT processes, security standards, and best practices to resolve issues efficiently and drive continuous service improvement. This role plays a critical part in supporting business operations, enhancing user productivity, and advancing Global Payments' technology transformation initiatives, including TMTX.

To support global operations, the role requires participation in a rotational shift schedule that may include early mornings, evenings, weekends, and holidays to ensure coverage across multiple time zones.

Duties and Responsibilities

Provide Level 2 technical support for desktop, software, hardware, and network-related issues escalated from Tier 1, with a focus on achieving first-call resolution when possible.

Act as a business partner representing IT User Services, delivering excellent customer service using active listening, clear communication, and effective troubleshooting.

Use remote access tools (e.g., TeamViewer, RDP) and endpoint management platforms (e.g., VMware Workspace ONE) to troubleshoot user issues, push updates, manage configurations, and enforce compliance policies across global endpoints.

Handle support requests via ticketing systems such as ServiceNow, ServiceManager, or ServiceDesk+, ensuring incidents and requests are resolved or appropriately escalated within SLA timelines.

Collaborate with onshore/offshore teams to ensure round-the-clock support, including hardware diagnostics, software deployments, and system patching during off-hours.

Diagnose and resolve advanced technical challenges, including system configurations, network issues, and hardware failures.

Configure, provision, and support mobile devices and platforms, perform system upgrades.

Create, update, and maintain technical documentation and knowledge base content to support knowledge sharing and future incident resolution.

Participate in on-call rotations or shift-based support that may include evenings, weekends, or holidays as directed by leadership.

Ensure compliance with Global Payments’ IT policies, procedures, and security standards.

Perform other duties as assigned and coordinate with Human Resources as needed for policy compliance.

Knowledge, Experience, Skills, and Behaviors

Required Education

At least 2 years of college completed

College coursework in the Computer Science, Management Information Systems or related field of study

Preferred Education/Certification :

Bachelor's degree in Computer Science or related field preferred.

Certifications such as CompTIA (A+, Network+), Microsoft (MCP, MCSA), Cisco (CCNA), or ITIL Foundation are a plus.

Required Experiences:

Minimum 3 years of IT support or endpoint management experience in an enterprise environment.

Experience with Windows/macOS, Active Directory, and remote troubleshooting tools.

Proficient in PowerShell scripting and automation for support tasks.

Skills\Behaviors:

Strong technical troubleshooting, communication, and documentation skills.

Fluent in English; able to explain technical issues clearly to non-technical users.

Experience with tools like ServiceNow, Workspace ONE, RDP, TeamViewer.

Ability to manage multiple issues simultaneously in a 24x7, cross-functional environment.

Proactive, team-oriented mindset with a customer service focus.

Physical Requirements and Working Conditions

Physical Requirements:

Those required in a typical office environment include sitting most of the time, finger dexterity for computer and paperwork, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity. Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.

Working Conditions:

No hazardous or significantly unpleasant conditions.

Supplemental

The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization.