IT Service Desk L2 Support

What we can offer

• Competitive salary and allowances
• HMO on first day (with free 1 dependent)
• Dayshift and weekends off

Who we are

Global Back Office Solutions is our offshore outsourcing company based in Eastwood, Quezon City we work closely with our Australian based parent company that provides Accounting, Bookkeeping, Financial Planning, Lending & Legal services.

Position summary:

As an IT Service Desk L2 Support, you will be the first and second point of contact of users who need technical guidance and resolve incidents and service requests. You will be part of the centralized IT support centre that provides help and assistance to our employees for IT related products and services.

Job Responsibilities:

• First level support for all IT incident and service requests received via email or portal tickets.
• Support employee onboarding in setting up workstations with computers, necessary peripheral devices and ensure functionality according to specifications.
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.) and conducting research to aid in troubleshooting and issue resolution.
• Performs deployment and movement of IT assets.
• Implementation of IT projects, including the deployment of cyber security solutions.
• Maintain and support Office 365/Microsoft 365, Exchange Online, Azure Entra, Windows Server, and other applications or IT systems.
• Manage and assist with IT service desk operations, responding to the service requests, as necessary.
• Mentor service desk/helpdesk team members and provide support as an escalation point.
• Administer cyber security solutions from vendors such as CrowdStrike, Cyber Ark, Proofpoint, and others.
• Administer network infrastructure including firewalls, switches, and access points.
• Maintain industry and vendor certifications required to support products and solutions.
• Participates in team meetings by reporting the status of action items and helping to identify and resolve service delivery and user issues.
• Create a positive user support experience and build strong relationship by ensuring timely resolution or escalation, communicating promptly on progress, and handling users with a professional attitude.
• Submit weekly / monthly report to IT Leadership as needed.
• Perform other duties as assigned.

Requirements:

• Bachelor's Degree of Information Technology, Computer Science, or any related courses
• 2+ years' experience working in an IT related field.
• Experience with Ticketing System in creating and updating ticket workflow.
• Verbal and written communication skills with the ability to adjust to difference audiences ranging from employee to executive.
• Excellent working knowledge of computer systems, security, network and systems administration.
• Demonstrated project management skills and proven ability to prioritise.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Knowledge on IT infrastructure and operations best practices.
• Demonstrated experience with Office 365/Microsoft 365, Exchange Online, Azure Entra, Windows Server, and other applications or IT systems
• Demonstrated experience of network infrastructure (firewalls, switches, access points, etc.).
• Proficiency and ability to troubleshoot and offer support to common tools and develop solutions based on MAC and Windows technologies.
• Solid Understanding of network topology and ability to troubleshoot networking services.
• Familiarity on security and privacy of networks and computer systems.
• Experience with ITSM and ITIL process desirable but not required.
• Must be willing to work on Australian shift.
• Must be willing to work in Eastwood, Quezon City

Additional capabilities that will differentiate you for this role:

• Demonstrated experience with cyber security products (IAM, MDR, SEG, Etc.).
• Demonstrated experience with Palo Alto Networks appliances.
• Demonstrated experience with Cisco and Cisco Meraki appliances.
• Experience leading and/or managing IT projects and rolling out IT solutions spanning multiple technologies and departments.

Experience in an IT services or an Accounting industry organisation