IT Triage Technician | Night Shift | On-Site

? 1Nito Tower, Lahug, Cebu City, Philippines

The primary role of the IT Triage Technician is to manage incoming IT support requests, assess their urgency and business impact, and ensure tickets are properly categorized, prioritized, and assigned to the appropriate support teams. The person will also provide first-level technical support, assist with workstation setup and Windows device imaging, and execute approved SAP transport activities in coordination with specialized IT teams. This role requires strong troubleshooting skills, attention to detail, and the ability to follow established procedures while supporting Radiant's global IT operations.

• Monitor incoming IT support requests through ManageEngine ServiceDesk Plus Cloud, including phone, email, chat, and portal submissions.

• Review, categorize, prioritize, and assign tickets based on business impact, urgency, and technical requirements.

• Resolve common IT issues involving Microsoft 365 applications, user accounts, password and MFA resets, printers, VPN, and remote access.

• Escalate complex incidents to Tier 2, security, Microsoft 365, SAP, and other specialist teams, providing complete documentation of symptoms, troubleshooting steps, business impact, and urgency.

• Monitor assigned tickets through resolution and provide timely updates to users and relevant stakeholders.

• Identify recurring technical issues, related incidents, and potential service disruptions, escalating patterns to IT leads for further investigation.

• Set up and configure workstations for new hires, office transfers, and equipment refreshes, including PCs, monitors, docking stations, headsets, and other peripherals.

• Perform Windows PC imaging, provisioning, and Intune enrollment in accordance with established procedures, including application installation and policy configuration.

• Execute scheduled SAP transport activities in coordination with the SAP/Basis team, ensuring approved change requests, required authorizations, and established procedures are followed.

• Maintain accurate incident records, IT asset inventories, equipment assignments, and task documentation.

• Prior experience in IT help desk, technical support, or a similar IT support role, including experience using a ticketing system.

• Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, Excel, and Word.

• Good troubleshooting skills for Windows 10/11 operating systems, computers, printers, monitors, docking stations, and other peripherals.

• Basic understanding of user accounts, access management, passwords, and multi-factor authentication (MFA).

• Strong analytical and problem-solving skills, with the ability to assess priorities and make sound decisions in a fast-paced environment.

• Excellent attention to detail and the ability to follow technical procedures, change-control requirements, and established runbooks accurately.

• Strong ownership, organizational, and follow-through skills, with the ability to manage multiple tasks and see issues through to resolution.

• Good written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical users.

• Willingness to learn new technologies, accept feedback, and develop technical expertise in specialized IT functions.

Launched in 2006, Radiant Global Logistics is a publicly traded, third party logistics company providing technology-enabled global transportation and value-added logistics solutions primarily to customers based in the United States and Canada. We service a large and diversified account base across a range of industries and geographies, which is supported from an extensive network of operating locations across North America as well as an integrated international service partner network located in other key markets around the globe. The Company provides these services through a multi-brand network, which includes over 100 operating locations. Included in these operating locations are a number of independent agents, who are also referred to as “strategic operating partners,” that operate exclusively on the Company's behalf, and approximately 25 Company-owned offices. As a third-party logistics company, the Company has a vast carrier network of asset-based transportation companies, including motor carriers, railroads, airlines and ocean lines in its carrier network.

Radiant’s network brands and associated strategic operating partners have storied legacies embodying decades of experience and service in the transportation and logistics industry and include Airgroup®, Adcom WorldwideTM, Distribution By Air (DBA)TM, Service by Air®, Navegate®, and Centrade Brands well as the Radiant® Brand. In all, It's the Network that Delivers! ®