L3 Helpdesk
L3 Helpdesk: Solve complex enterprise issues with proactive communication, precise diagnostics, and customer‑focused support that accelerates resolutions.
What You Will Be Doing
Manage complex technical support cases from initial investigation through to resolution.
Reproduce reported issues in a test environment to validate problems and determine appropriate solutions.
Use established diagnostic tools, scripts, and processes to resolve known issues efficiently.
Troubleshoot application configuration, data, workflows, integrations, and system functionality.
Communicate proactively with customers and internal stakeholders to expedite issue resolution.
Maintain accurate case documentation and provide clear, professional updates throughout the support lifecycle.
Escalate unresolved or complex issues with complete investigation findings and supporting documentation.
Collaborate with cross-functional teams, including engineering and product specialists, to resolve product issues and improve support processes.
What We Are Looking For
Experience providing technical or application support for enterprise software or business-critical systems.
Strong troubleshooting and analytical skills with the ability to identify root causes using logs, diagnostic tools, and system data.
Familiarity with executing existing SQL queries or diagnostic scripts for issue investigation.
Understanding of system integrations, APIs, and data flows, with the ability to determine appropriate escalation paths.
Excellent written and verbal English communication skills.
Customer-focused mindset with the initiative to proactively engage stakeholders when needed to achieve faster resolutions.
What Stands Out
Experience supporting ERP, payroll, workforce management, CRM, or other enterprise applications.
Exposure to enterprise platforms such as SAP, Microsoft Dynamics, NetSuite, Oracle, or similar systems.
Working knowledge of SQL for troubleshooting and data validation.
Experience supporting integrated, configurable, or highly customized software environments.
Background working in a Level 3 (L3) technical support or application support environment.
- Role type
- Information Technology Support
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Remote status
- Fully Remote
- Work Schedule
- AEST
- Shifting Schedule?
- No
- Shifts with Daylight Savings?
- Yes
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.