Senior Service Desk Analyst L2- M365 | Night Shift | BGC

4 weeks ago

Taguig, Philippines MicroSourcing Full time

Job Description
  • Work on assigned Service Tickets in line with associated SLAu0027s.
  • Create tickets for any work assigned to you via email, phone, or verbally.
  • Monitor & manage system alerts and notifications and respond accordingly through service tickets.
  • Ensure ticket entries are clear and concise.
  • Follow the patch management process for patching workstations.
  • Provide unsurpassed Level 2 Support, including but not limited to solving issues such as:
  • Problems with usernames and passwords.
  • Physical layer issues
  • Verification of hardware and software setup
  • Installation, reinstallation & uninstallation issues
  • Establish a trusted working relationship with your peers throughout the company
  • Proactively always manage internal/external expectations by keeping lines of communication open
  • Achieve & maintain Technical Certifications on products/solutions as outlined by the management in line with company focus. Including but not limited to also having general understanding of:
    • Operating Systems (both client & server).
    • Knowledge of virtualization, administration level.
    • Strong understanding of troubleshooting Windows server and Windows domain environments
    • Networking/infrastructure skills (TCP/IP, DNS, DHCP)
    • Hyper-V or VMWare.
    • Some cloud experience with AWS or Azure.
    • Office 365 and other Microsoft standard offerings
    • MDM platforms
    • Microsoft Teams
Qualifications
  • Bacheloru0027s Degree or Associateu0027s Degree in Information Technology or, Two(2) Years in a Related Study
  • Three (3) Year Technical Support Experience - Service Desk, Helpdesk, or Similar/Related Job Function is Needed
  • Demonstrates Business Communication Skills - with Strong Customer Service Orientation -- Able to Articulate Thoughts and Maintain Positive Working Relationships -- (via Existing Communication Tools/Methods - - Email, Chat, Phone, etc.)
  • Excellent Telephony Skills (Phone Etiquette

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