• Serve as primary point for Incident & Problem Management, with secondary involvement in Change & Release Management. • Respond to and resolve incidents and problems within defined end-to-end service levels. • Provide effective workarounds to minimize user impact from defects. • Engage partners with professionalism, clear communication, and a collaborative approach. • Ensure tickets are accurately documented throughout their lifecycle. • Leverage existing Knowledge Base articles for troubleshooting and contribute by creating and maintaining new KBAs. • Troubleshoot complex issues that are integrated within a multitude of third party frameworks. • Work effectively both independently and as part of a team, including during high-pressure periods or high ticket volumes. • Demonstrate flexibility to support tickets outside regular hours and travel to customer sites nationally or internationally when required.

Role Description The Support Desk Specialist will provide frontline technical support to clients by assisting with troubleshooting, resolving IT issues, and maintaining excellent customer service. You will work closely with the support team to ensure client systems run smoothly and technical issues are resolved efficiently. Work Setup: - Location: Work From Home - Schedule: Monday – Friday - Shift: 8:30 AM – 5:30 PM EST - Philippine Time: 9:30 PM – 6:30 AM Key Responsibilities - Provide frontline IT support to clients through phone and remote support tools - Troubleshoot hardware, software, and connectivity issues - Assist users with Microsoft 365 and Windows-related concerns - Document and manage support tickets accurately - Escalate unresolved technical issues to higher-level engineers when needed - Maintain clear communication with clients regarding issue resolution - Ensure excellent customer service and user satisfaction - Contribute to improving support procedures and internal documentation - Participate in on-call or after-hours support rotations if required Qualifications - 4+ years of experience in IT Support, Help Desk, or Service Desk roles - Experience working in an MSP (Managed Service Provider) environment for 3 years - Strong knowledge of Microsoft 365 / Office 365 - CompTIA A+ certification required - Strong troubleshooting and problem-solving skills - Ability to explain technical issues clearly to non-technical users - Strong communication and organizational skills - Ability to work in a fast-paced support environment Preferred Skills - Certifications such as Security+, Network+, or CCNA - Experience supporting: - Windows and Mac operating systems - PC hardware and peripherals - Printers and mobile devices - Servers and virtualization platforms (Citrix, VMware) - Basic networking knowledge including LAN, WAN, and VoIP

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Design, Troubleshooting, and System Management: - Maintain, monitor, and support PeopleSoft components such as WebLogic, Tuxedo, Process Scheduler, Integration Broker, and Application Messaging on Oracle UNIX, Windows, and Oracle Infrastructure. - Applying Tax Updates using PUM and change assistant. - Install and configure PeopleTools components like Integration Broker, Interaction Hub, Secure Enterprise Search (SES), PeopleSoft Test Framework. - Set up and configure integration broker gateway, services, service operations, queues, routings, and application messages for internal and external integrations. - Install new PeopleSoft environments and refresh non-production PeopleSoft environments. - Technical Support: - Responsible for security administration for access to global HR systems and applications. - Provide service and support determined by the current Service Level Agreements. - Monitor system performance and administration of services for all of the PeopleSoft environments. - Troubleshoot development and production application problems across multiple environments and operating platforms. - Assist with debugging and tuning the batch cycle. Qualifications - 5+ years of experience as a PeopleSoft Systems Administrator - 5+ years of PeopleTools 8.59 or higher (such as PeopleCode, Application Engine, Integration Broker, XML Publisher, SQR, Data Mover, Query, nVision Reports or PeopleSoft Test Framework) - 5+ years of experience maintaining, monitoring, and supporting PeopleSoft components - 5+ years of experience applying Tax Updates using PUM and change assistant - 5+ years of experience installing and configuring PeopleTools components - 5+ years of experience installing new PeopleSoft environments and refreshing non-production PeopleSoft environments - 5+ years of experience troubleshooting development and production application problems across multiple environments and operating platforms - 5+ years of experience administering Linux and Windows batch server setup and maintenance Requirements - Responsible for security administration for access to global HR systems and applications - Monitor system performance and administration of services for all of the PeopleSoft environments - Assist with debugging and tuning the batch cycle Education & Experience - Bachelor’s degree or equivalent work experience. Soft Skills Required - Effective Communication Skills (written and oral) - Adaptability - Flexibility - Self-motivation - Problem Solving - Analytical Thinking - Time Management - Ability to work effectively in a stressful environment Benefits - Long-Term Stability: Join us on a multi-year opportunities with room to grow. - Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well. - Future Planning: Enroll in our 401(k) program and invest in your financial security. - GC Assistance: We support immediate Green Card processing, if required.

• Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems • Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products • Learn and share the latest AI/ML technologies with the team across regions( China and the US).