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L3 Service Help Desk

3 months ago

Metro Manila, Philippines Staff Domain Inc Full time
Job Summary:

You will establish yourself as valued member of our Managed Services Team with the flexibility to work remotely. You will be responsible for 3rd Level Support requests when we get them escalated from our experienced Service Desk Team.

The Role:

To meet our growing demand, we have several places available for motivated Service Desk personnel to join our enthusiastic team. You will utilize your excellent communication skills to continue to deliver exceptional customer service and skilled support.

Skills and Qualifications:
  • Proven 5+ years of related experience in an outsourced IT environment.
  • Great customer service, phone skills & first call resolution with End-User Compute Questions & Issues.
  • MSP experience Level 3 / 4 service desk support desirable.
  • High level technical and troubleshooting skills
  • Proactive in identifying potential problems
  • Microsoft 365 Administration Certification
  • Microsoft 365 Intune Certification
  • Microsoft 365 Defender Experience
  • MS Azure or AWS Certification
  • MS Windows Server (2012 - 2022) Experience with AD, AAD Connect, RaaS, Group Policy.
  • Hands-on working Experience and deep understanding experience of Linux based systems
  • Hands-on working experience and deep understanding with the management of network infrastructure (Routing / NAT / VLAN)
  • Hands-on working Experience and deep understanding with virtualisation, storage, high availability, network management, and configuration desirable
  • Experience working with RMM and PSA solutions
  • Backup, DR and Business Continuity, configuration, and management

    To be successful in this role, you will need to have:
    • 5+ Years of experience working for an outsourced IT Provider in an IT Helpdesk capacity providing end-user Desktop Support.
    • Practical Use of MSP Tooling including - RMM, AV, SOC, Documentation.
    • 3CX Telephone Administrator & Provisioning & Troubleshooting Experience (preferably certified).
    • Networking Certification or Vendor certifications (Ubiquiti, Cisco, Fortigate, etc).
    • Ability to write, modify, test, and deploy PowerShell scripts.
    • DevOps / MS DevOps experience is desirable.

      Personal Attributes:
      • Humbly ambitious, with great people skills
      • Team player highly focused on working relationships with co-workers and stakeholders
      • Ability to handle high-pressure tasks
      • Excellent verbal and oral communication skills
      • Highly coachable and trainable
      • Ability to work autonomously and manage expectations
      • Ability to work in a team environment contributing to project tasksAdditional Job Details:
        • Set-up and Location: ONSITE: Office 202 Plaza B, Northgate Cyberzone, Northgate Ave, Alabang, Muntinlupa, 1780 Metro Manila
        • Work Schedule: 8:30 AM to 5:30 PM (AEDT) | 6:30 AM to 3:30 PM (PH Time)
        • Employment Type: Full-time

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