Senior Service Desk Analyst L2/L3

Senior Service Desk Analyst L2/L3 - WFH | Dayshift

Probe CX Makati, National Capital Region, Philippines

Supporting the team to ensure that escalated tickets from the L1 Service Desk are resolved without the need for developer engagement. This role will support the deployment of new stores equipment remotely, completing configuration of hardware and assisting onsite installers over the phone to ensure hardware is installed and configured correctly on site.

• Escalated Incident Resolution
  • Review incoming tickets escalated from the L1 Service Desk team to assist in resolving application and software issues within servers, databases, and other mission-critical systems. This includes categorisation, prioritisation and technical escalation to vendors as defined by the incident management process
  • Resolve 99% of escalated cases and engage department leads or vendors to resolve the remaining
  • Provide status updates on resolution progress for Major Incidents.
  • Test fixes and perform post-resolution follow-ups to ensure Major Incidents have been adequately resolved.
  • Post software updates, drivers, knowledge bases, and frequently asked questions resources on company
• Knowledge sharing & training and development of team.
  • Based on incidents escalated from the Service Desk, work with the service management team leads to ensure that L1 service desk can be trained to reduce escalations to the team
  • Provide support to transition new technologies and software into the BAU support team
  • Assist with the creation of new BAU documentation and process guides to allow for more first-call resolution
  • Provide training for Service Desk staff to ensure they are aware how to use tools and services as well as triage issues
• Completion of store refurbishments & deployment of new stores (remote)
  • Work with projects team to provide technical guidance to the quoting of hardware required for a refurbishment of a store
  • Work with onsite engineers to install and configure equipment for reinstallation after the refurbishment has been completed
  • Support initiatives to streamline and improve the deployment process
  • Assist the marketing team in loading new product campaigns so they appear on POS
  • Manage campaign files for deployment to all POS
  • Update the CRM systems to ensure that details of new franchisees are correctly recorded and systems reflect changes
  • Create and maintain POS images to allow for remote rebuilding of POS units
  • Support the advanced support team to reduce the impact on trade due to POS system issues
  • Conduct system health checks to ensure POS are ready for peak trade
• Operational Acceptance testing (OAT)
  • Provide OAT support to teams who wish to deploy updates or features to ensure that these initiatives can be supported by the wider BAU team
• On-call and weekend work
  • Undertake on call and weekend work as part of rotating roster.
• Other duties
  • Undertake other additional duties, tasks and project work as reasonably directed

• Essential experience:
  • 2+ years of demonstrated experience in IT Support in a senior technician role.
  • Experience with engaging and working with teams in multiple time zones.
  • Experience supporting retail environments, POS or payment gateways
  • Qualifications or extensive insights into Microsoft Dynamics 365, Microsoft Store Commerce, Microsoft Finance & Operations Microsoft Power Platform fundamentals (PL-900)
  • Microsoft Dynamics 365 fundamentals ERP MB920 or Microsoft dynamics 365 fundamentals CRM MB-910
  • Qualifications or experience with deployment of software via SCCM or similar (e.g Landesk, Jamf, airwatch, intune e.c.t)
  • Qualifications or extensive insights to Fortinet networking equipment (Fortinet Certified Associate or Professional preferred, Cisco CCNA or equivalent vendor network certification)
  • Qualifications or extensive insights to cloud-hosted servers (Azure AC-104 administrator/ AWS SysOps Administrator or similar vendor cloud server management certification)
  • Qualifications or extensive insights to cloud telephony systems (SIP SSCA / Microsoft teams voice engineers MS-700 / AWS connect communications specialist or other similar telephony vendor qualification)

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