L2 IT Tech Support Engineer

1 week ago

Manila, National Capital Region, Philippines Staff Domain Inc Full time
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 configurationsCrowd 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 experienceCan 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 remotelyDocument individual client's standard setup for future userEnsure 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 resolutionFamiliarity 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 handCertification in CompTIA A+, Network+, Microsoft certifications, or equivalent is a plus.Wazuh/Graylog experience Bonus:
Web design using Word Press backendcPanel/Direct admin web hostingExperience in Word Press template installationOff-page optimizationOn-page optimizationDoing re-marketing or re-targeting on Ad NetworksDevelop outbound and inbound linksLook for keywords that are cost-effective and optimizeCreate a marketing strategy through SEO and analyze competitors' SEO strategiesIncrease organic traffic
Additional Job Details:
Set-up and Location: Onsite: Ortigas, Alabang, Cebu or PampangaWork 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.

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