L3 Helpdesk - Hybrid | Eastwood/Day Shift

Discover your 100% YOU with MicroSourcing!

Position: L3 Helpdesk

Location: Global one, Eastwood, Libis, Quezon City

Work setup & shift: Hybrid | Day shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role:

As a L3 Helpdesk, You Will

As an IT Helpdesk L3 support, you will provide advanced technical support and resolve complex IT issues for the entire operating environment, including the corporate network as well as the network of operating hotels. You will provide remote support and troubleshooting for operating hotels as the escalation point of contact for all IT issues. As an IT Helpdesk L3 support, you will provide advanced technical support and resolve complex IT issues for the entire operating environment, including the corporate network as well as the network of operating hotels. You will provide remote support and troubleshooting for operating hotels as the escalation point of contact for all IT issues.

Technical Support

• In your role as L3 Helpdesk support, serve as the escalation point for Level 1 and Level 2 support teams. L1 and L2 support are the first point of contact and escalation point for any IT issues.
• Diagnose and resolve complex hardware, software, network, and system issues.
• Provide support for server environments, databases, and virtualization platforms.
• Lead the configuration and rollout of software updates, system patches, and hardware upgrades.
• Maintain Endpoint Protection Products, End Point Protection, Mobile Device Management, and Remote management. Check the daily reports and action on any threats found. Ensure the latest Software, Policies and updates are being applied.
• Manage backups, disaster recovery plans, and security protocols to ensure data integrity and availability.
• Collaborate with external vendors and service providers for advanced issue resolution.
• Configure and manage Microsoft Intune for mobile device management (MDM) and endpoint management.
• Implement and manage group policies, Azure Active Directory integrations, and security features in the Microsoft ecosystem.
• Administer onboarding / offboarding user ID’s & passwords, system access for the various applications used, ensuring system security is maintained.
• Troubleshoot and resolve problems related to Property Management Systems (PMS), Point of Sale (POS) systems, and other hotel-specific applications
  
  

Documentation and Reporting

• Document troubleshooting procedures, configurations, and resolutions for future reference.
• Generate detailed reports on system performance, issues resolved, and ongoing projects.
• Contribute to the development of IT policies and standard operating procedures.
  
  

Additional Requirements

• Availability for on-call support during emergencies.
• Willingness to work flexible hours, including weekends and holidays, as needed. Roster after hour supports rotation with other team members.
• Certification in ITIL, Microsoft, Cisco (CCNA), or equivalent is a plus
  
  

What You Need

Non-negotiables

• Intermediate to Advance background in Windows Server (2022, 2019, 2016, 2012 R2, 2012, 2008 R2, 2008, 2003 R2, and 2003 versions) is a must!
• 4-6 years of IT support experience, including at least 2 years in an L2 or L3 or advanced troubleshooting role.
• Prior experience in the hospitality or hotel industry is highly preferred, but not essential
• Proficiency in Windows Server, Active Directory, and virtualization technologies (e.g., VMware, Hyper-V).
• Extensive experience in Windows Server is highly preferred
• Network infrastructure (LAN, WAN, VPN, VLANs) and troubleshooting tools.
• Microsoft 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive.
• Familiarity with hotel industry applications like Opera PMS, Micros POS, and other similar systems is beneficial.
• Strong understanding of cybersecurity best practices.
  
  

Preferred Skills/expertise

• Good Communication skills
• Strong customer focus
• Fluent with all Microsoft Office 365 Applications
• Microsoft Office 365, Exchange, Azure AD administration
• Working Knowledge of Windows 10, Servers and network devices
• Troubleshooting computer networks
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply