L2 Helpdesk Specialist

1 week ago


Manila, Philippines STAFFVIRTUAL Full time

JOB TITLE: L2 Helpdesk Specialist DUTIES & RESPONSIBILITIES Provide frontline support for both hardware and software issues via telephone or remote assistance in a timely mannerRoot cause analysis for end user problemsEscalating technical support issues internally and externally with manufacturers (Microsoft, Dell). Working remotely with OEM support teams to coordinate and complete repairs.Monitoring client IT systems Up/Down alerts. Respond within SLA to outage events.Perform Windows OS patching and security updates as assigned.Create Technical Documentation and Knowledge Base articles for common troubleshooting and resolutions. QUALIFICATIONS Business application support (Microsoft Office, Outlook, Office 365, Azure, etc.)Troubleshooting Citrix/RDS and LAN/WAN connectivity issuesActive Directory and Microsoft Exchange Online administrationAdministration experience for Windows Server and Hyper-V consoleWorking knowledge of server virtualization technologies (VMware & Hyper-V)Mobile device support experience (iOS & Android)ConnectWise Manage/Automate systemsITIL Support principles for Ticketing, Triage, and Problem Resolution PERKS: Remote Work SetupCompany Laptop providedHMO Coverage on Day 11 FREE HMO Dependent after 6 months*Additional Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave,Maternity Leave, Paternity Leave, Solo Parent Leave, and more)Unused Leave ConversionAttendance bonusAnnual bonusMonthly prizes and bonusesUp to 30K referral bonus Shift: ESTSetup: Remote



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