Level II Service Desk Technician

1 day ago

Work from Home, Philippines ALI I.T. SUPPORT SERVICES, INC. Full time ₱720,000 - ₱840,000 per year

What You'll Be Doing

Our Service Desk uses a "POD" structure, assigning clients to dedicated teams for faster, more consistent support. The Level 2 Service Desk Technician provides advanced technical help, manages escalations, and ensures issues are resolved quickly with a strong focus on customer service, helping deliver reliable IT solutions that keep users productive.

  • Provide advanced technical support for desktops, laptops, operating systems, and business

applications.

  • Manage, prioritize, and resolve service tickets in line with SLAs.

  • Handle escalations from Level 1 support, ensuring timely troubleshooting and resolution.

  • Collaborate with infrastructure, network, and systems teams for more complex incidents.

  • Document solutions, update knowledge bases, and contribute to continuous improvement.

  • Deliver excellent customer service by communicating effectively and setting clear

expectations.

  • Support user account management, permissions, and access controls.

  • Assist in hardware/software installations, configurations, and upgrades.

What We're Looking For

  • Proven experience in end-user IT support, ticket management, and escalation handling.

  • Strong knowledge of Windows 10/11, Microsoft Office 365, and Active Directory.

  • Familiarity with IT ticketing systems and remote support tools.

  • Ability to troubleshoot hardware, software, and basic network issues.

  • Strong customer service focus with excellent communication skills.

  • Detail-oriented, with the ability to prioritize and resolve issues efficiently.

  • Relevant IT certifications are an advantage.

Job Types: Full-time, Permanent

Pay: Php60, Php70,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Work from home

Work Location: Remote

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