L2 IT Tech Support Engineer | AU Morning

About the Role:

As a Level 2 IT Technical Support Engineer, you will handle support requests primarily through non-phone channels initially, with the possibility of future phone interactions with end users. You will be responsible for advanced desktop support, ticket triaging, and escalating issues to the Service Delivery Team as needed. Proficiency with Fresh Service ITSM tool and CIPP for MSP Office 365 management is essential.

Key Responsibilities:

• Desktop Support (Level 1 & 2):
• Provide support for Windows and Office applications.
• Resolve issues related to common windows apps e.g. web browser, printers, Adobe software, Office apps and OneDrive sync.
• Troubleshoot network drive mapping problems.
• Performing Event management (monitoring and actioning events that happen within both our and our client’s infrastructure environments)
• Performing initial triage on all networking outages, including L1 troubleshooting and raising cases to the Vendor where applicable.
• Ensure organization is meeting its obligations in regard to Service Levels Network performance and configurations
• Crowd Strike Falcon investigate and clean any alerts
  
  

Office 365 Management:

• Manage O365 accounts, including email creation, license application, and permission management.
• Address email issues, such as bounce-back errors and mail flow rules for whitelisting.
• Decommission user accounts as needed.
• Knowledge of DNS management and multiple systems (Cloudflare, Microsoft, webhosting)
• Sharepoint management/Creation experience
• Can provision new Sharepoint site and migrate from on prem shares to Sharepoint
  
  

Remote Desktop Services Support:

• Address printer redirection issues and connection problems.
• Resolve user profile issues.
• On-Premise Active Directory (AD) Management:
• Manage user accounts and assign groups and shares.
  
  

Hardware

• Provision systems out of the box remotely
• Document individual client’s standard setup for future user
• Ensure quality of work to minimize customer coming back with missed items
  
  

Additional Responsibilities:

• Document work performed on tickets and create Knowledge Base (KB) articles (Highly required)
• Triage and escalate tickets requiring direct phone contact to the Service Delivery Team.
• Participate in IT projects, deployments, and upgrades as needed.
• Uphold cybersecurity best practices and ensure compliance with relevant standards in all tasks.
• Ensure vulnerabilities are patched on endpoints remotely
  
  

Requirements

Required Qualifications:

• Proven experience in Level 1 and 2 desktop support.
• Excellent communication skills, ability to interact with team members, client representatives, and vendors to achieve problem resolution
• Familiarity with Fresh Service ITSM tool and CIPP for MSP Office 365 management.
• Strong knowledge of Windows operating systems, Office applications, and basic network troubleshooting.
• Experience with Office 365 account management and On-Premise AD management.
• Excellent problem-solving skills and attention to detail.
• Strong customer service skills and ability to communicate effectively with end users.
• Familiarity with teams as this will be primarily used to contact internally as well as Yealink 46U handset
  
  

Desired Attributes:

• Ability to handle complex technical issues and provide clear, concise resolutions.
• Experience in creating and maintaining Knowledge Base articles.
• Proactive approach to identifying and resolving potential issues.
• Self-motivated, flexible and adaptable to different tasks at hand
• Certification in CompTIA A+, Network+, Microsoft certifications, or equivalent is a plus.
• Wazuh/Graylog experience
  
  

Bonus:

• Web design using Word Press backend
• cPanel/Direct admin web hosting
• Experience in Word Press template installation
• Off-page optimization
• On-page optimization
• Doing re-marketing or re-targeting on Ad Networks
• Develop outbound and inbound links
• Look for keywords that are cost-effective and optimize
• Create a marketing strategy through SEO and analyze competitors' SEO strategies
• Increase organic traffic
  
  

Additional Job Details:

• Set-up and Location: Onsite: Ortigas, Alabang, Cebu or Pampanga
• Work Schedule: 8:00 AM to 5:00 PM (AEDT) | 6:00 AM to 3:00 PM (PH Time)
• Employment Type: Full-time
  
  

All interviews and other hiring requirements are done virtually or through video calls or emails.