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 manner
  • Root cause analysis for end user problems
  • Escalating 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 issues
  • Active Directory and Microsoft Exchange Online administration
  • Administration experience for Windows Server and Hyper-V console
  • Working knowledge of server virtualization technologies (VMware & Hyper-V)
  • Mobile device support experience (iOS & Android)
  • ConnectWise Manage/Automate systems
  • ITIL Support principles for Ticketing, Triage, and Problem Resolution

PERKS:

  • Remote Work Setup
  • Company Laptop provided
  • HMO Coverage on Day 1
  • 1 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 Conversion
  • Attendance bonus
  • Annual bonus
  • Monthly prizes and bonuses
  • Up to 30K referral bonus

Shift: EST
Setup: Remote

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