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L2 IT Support

2 weeks ago

Mandaluyong City, National Capital Region, Philippines ConnectOS Full time

Working Setup: Home based / Remote

Working Schedule: 6 AM to 3 PM PHT

What We're Looking For

Must-Have Skills:

  • Managing/Triaging L1 & L2 support tickets.
  • Managing/Triaging L1 & L2 support tickets.
  • User Management - account creations, deletions and modifications in Active Directory, Exchange Email accounts
  • Experience in MS Intune as DNZ will be implementing this in the future.
  • Dell endpoints.
  • Inbox for support tickets. No application as such. Currently all "tickets" go to Magdey (who is leaving in December)
  • Technical support for Microsoft family of products O365 and Windows 10.
  • Support of iOS mobile devices (iPhone and iPAD)
  • Ability to manage network shared folder permissions
  • Knowledge of remote management software TeamViewer and Splashtop
  • Assist end users to set up newly deployed Windows laptop and desktop computers
  • Maintain AD records (computer and user accounts)
  • Microsoft Certifications highly regarded

What You'll Do

Your responsibilities include:

  • Ownership of the IT Support phone line and ensuring calls are promptly answered.
  • Ownership of the IT Support phone line and ensuring calls are promptly answered.
  • Acting as the first point of call for IT issues
  • Triaging of IT Support tickets in the ticket management system to other Group IT teams.
  • Diagnosing and resolving technology issues by following resolution procedures.
  • Ensure all incidents and problems are logged in the Service Desk ticketing system and resolved within agreed SLAs
  • Provide support, troubleshooting and resolution to technical issues on hardware,  software and mobile devices reported by end users
  • Support day-to-day operational IT activities
  • Strong customer service skills
  • Strong troubleshooting skills
  • Technical Analysis
  • Establish/Maintain positive and productive relationships with internal customers/users
  • Ability to adapt to different aspects of IT support and acquire working knowledge of newly introduced IT tools
  • Provide IT Support before regular hours 8AM, but also 7PM AEST (up for discussion)
  • Demonstrate behaviours aligned with organisational values

Why Join Us

  • Permanent remote setup
  • Be part of a certified Great Place to Work company

Ready to drive testing excellence at scale?

Join ConnectOS and become a key contributor to our mission of transforming eCommerce operations through quality-first engineering.