L2 Support Engineer

2 weeks ago


Makati City, National Capital Region, Philippines Pointwest Squad Inc Full time

Negotiable

Hybrid - Makati 1-3 Yrs Exp Diploma Contract

Job DescriptionDescription

Work Set-up/Schedule: Night Shift (US Time); Remote set-up

Contract Duration: 6-12 months with possibility of extension depending on performance

Responsibilities
  • Tests computers to ensure proper functioning of computer systems.
  • Extends computer support for systems' software and hardware.
  • Resolves escalated tickets from the main ITSM (IT Service Management) ticketing tool.
  • Achieves specified performance goals.
  • Oversees and updates assigned support service requests.
  • Handles daily technical support activities on desktop and application support.
  • Consistently demonstrates clear and polite written and verbal communication skills alongside being comfortable in an end-user facing technical role requiring solid technical capability.
  • Thoroughly investigating end-user's issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.
  • Knowledge about supporting Engineering Applications (Autodesk, Bentley, Primavera etc.), Productivity applications (Foxit, DocuSign, Adobe applications etc.) and other standard applications/software.
  • Identifying, troubleshooting, and resolving end user facing IT issues, document problems and solutions.
  • Participating in workgroups, voice of the customer and continuous improvement projects.
  • Providing end-user service through phone, e-mail and/or face-to-face meetings.
  • Tracking outbound and inbound communication (phone, email and chat support).
Qualifications
  • Must have 4+ yrs of experience as a Support Engineer
  • Strong Infrastructure (L1 support and configuration) support expertise and exposure (systems, network, user end computing devices)
  • Business Applications (L1 configuration & support)
  • Windows Operating systems
  • Understanding and knowledge about cloud computing and concepts, as well as Office365 / M365 (Azure, SharePoint, OneDrive, Exchange Online etc.), IaaS, SaaS, DaaS, PaaS etc.
  • IT Ticketing Systems (IT Service Management – ITSM Tool) based on ITIL v3 framework.
  • Must be fluent in English
  • Must be amenable for a night shift schedule
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