Level 2 Help Desk Specialist

2 weeks ago


Bicol Region Philippines PANDR Full time
Join Our Team as a Level 2 Help Desk Specialist

Are you ready to embark on an exciting journey with our team, a dynamic company that values innovation and teamwork We are currently seeking enthusiastic individuals to join our team as Level 2 Help Desk Specialists. If you have a passion for providing top-notch technical support, solving challenges, and working in a collaborative environment, this opportunity is for you

Responsibilities

  • Provide support to our engineers as required
  • Analyse and investigate technical issues reported by customers, utilizing problem-solving skills to identify root causes and provide effective resolutions.
  • Assess customer support tickets and prioritize based on urgency and impact. Escalate critical issues to higher-level technical support teams as needed.
  • Effectively resolve basic issues across IT related technologies, systems, and applications such as Hardware, Office 365, Business Application Software, and Network.
  • Use all available tools, resources, and knowledge base to diagnose the issue and assist with the request.
  • Take ownership of daily backups, overnight PRTG alerts and check for any issues and escalate or triage as required
  • Complete the onboarding and offboarding of clients staff as required
  • Provide exceptional customer service while employing a logical approach to troubleshooting.
  • Ensure that the highest standard of privacy and confidentiality are always maintained, and practices are in line with relevant legislation.
  • Act in accordance with all company policies and procedures including SLA time frames.
  • Provide any other support to technicians as required
  • Offer advice and guidance where you can see area's for improvements in process and procedure
  • Reporting and reporting trend analysis

Qualifications

  • At least 5 years proven experience as a Helpdesk Support within Managed Service environment.
  • Experience in supporting Microsoft Products such as Office 365 and Azure.
  • Experience in Cisco and Ubiquity (nice to have, not mandatory)
  • Knowledge with various systems such as Autotask, IT Glue, Datto RMM, PRTG, DATTO Back-up, and Skykick Back-up.
  • Strong problem-solving skills
  • Strong communication skills
  • Great organisational skills and attention to detail
  • Ability to manage and prioritise tasks.
  • Ability to follow process and instruction

Benefits

  • Healthy, conducive work environment (Great Place to WorkTM – Certified three years in a row)
  • Competitive salary
  • 16 leave credits + all client-based holidays
  • De Minimis/ Allowances (Upon regularization)
  • HMO coverage + dependent
  • Relocation Allowance
  • Lots of opportunities to enhance your skills, acquire new experiences, work among experts, and grow your career.
  • Exposure to world-class, high-level management from local and international direct supervisors.

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