L2 Service Desk | AU morning shift
Staff Domain
Date: 4 days ago
City: Pasig City
Contract type: Full time
About the Role:
We are seeking a skilled and proactive L2 Service Desk Engineer to join our IT support team. The ideal candidate should have experience with ConnectWise PSA, Microsoft 365, SharePoint, Server Management, Active Directory, PowerShell, and investigating security alerts. This role involves providing advanced technical support, resolving complex issues, and ensuring the smooth operation of our IT systems while collaborating closely with L1 support and other IT teams.
Key Responsibilities:
Qualifications, Skills & Experience
We are seeking a skilled and proactive L2 Service Desk Engineer to join our IT support team. The ideal candidate should have experience with ConnectWise PSA, Microsoft 365, SharePoint, Server Management, Active Directory, PowerShell, and investigating security alerts. This role involves providing advanced technical support, resolving complex issues, and ensuring the smooth operation of our IT systems while collaborating closely with L1 support and other IT teams.
Key Responsibilities:
- Provide advanced technical support to resolve complex IT issues for end-users, including hardware, software, network, and application problems.
- Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests.
- Troubleshoot and diagnose technical problems using various tools and methodologies.
- Perform root cause analysis and implement solutions to prevent the recurrence of issues.
- Manage and maintain IT infrastructure, including servers, networks, and systems.
- Assist in the deployment, configuration, and maintenance of IT equipment and software.
- Monitor system performance and ensure high availability and reliability.
- Document and maintain technical procedures, user guides, and knowledge base articles.
- Collaborate with other IT teams to resolve cross-functional issues and implement new technologies.
- Participate in on-call rotation and provide after-hours support as needed.
- Ensure compliance with IT policies, security standards, and best practices.
- Provide training and guidance to L1 support staff and end-users to enhance technical skills and knowledge.
Qualifications, Skills & Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 3+ years of proven experience as an L2 Service Desk Engineer, IT Support Engineer, or in a similar role.
- Strong knowledge of IT systems, including Windows and Linux operating systems, Active Directory, Office 365, and virtualization technologies.
- Proficiency in troubleshooting and resolving hardware, software, and network issues.
- Experience with ConnectWise PSA, SharePoint, Server Management, PowerShell, and investigating security alerts.
- Familiarity with ITIL framework and best practices.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus.
- Set-up and Location: Onsite/WFH
- Work Schedule: 9:00 AM to 6:00 PM (AEST) | 6:00 AM to 3:00 PM (PH Time)
- Employment Type: Full-time
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