Service Desk Engineer – Level 2

2 days ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱40,000 - ₱80,000 per year
SUMMARY

We are seeking a skilled Service Desk Consultant to deliver proactive and reactive remote IT support for multiple clients. The role involves troubleshooting software, network, and system issues, managing user accounts, monitoring alerts, maintaining documentation, and collaborating with internal teams and vendors to ensure efficient service delivery. Strong technical expertise and clear communication are essential for success in this role.

JOB RESPONSIBILITIES

  • Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following:
  • Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices.
  • Works closely with clients, internal staff members, hardware and software vendors, and service providers.
  • Responding to monitoring alerts.
  • Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data.
  • Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc.
  • Providing technical support to end-users for computer and network related issues.
  • Managing cloud-based backups and virtual servers through remote access tools, including setup, testing, and deployment in both test and production environments.
  • Performing proactive work.
  • Documenting work performed including a description of issue work performed, time worked, and any follow-up required.
  • Maintaining up-to-date client documentation.
  • Working with fellow Service Desk, Field, and Project Consultants remotely, implementing projects.
  • Answering phones for inbound support calls.
  • Perform other duties as required and assigned.

QUALIFICATIONS

  • Two-year associate's degree or four-year bachelor's degree in the field of computers, network administration or Information Technology, or equivalent experience and/or training is preferred.
  • 3–5 years of hands-on experience supporting a variety of Microsoft-based IT environments for small and mid-size businesses is preferred
  • Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience.
  • Proficiency in installing and maintaining Azure cloud-based infrastructures is helpful.
  • Training with the following general technologies is helpful: network administration, user and computer account management, security and permissions, group policies, operating systems, virtualization, backup and storage solutions, email and endpoint security, firewalls and wireless access points, remote access, cloud platforms, remote monitoring, and ticketing systems.
  • Current, relevant certifications from vendors such as Microsoft and CompTIA are preferred.

JOB REQUIREMENTS

  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent day shift schedule.

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