Level 2 Networking

2 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time $40,000 - $60,000 per year

We are looking for an experienced networking and Office 365 Administrator to join our industry specific IT helpdesk team. This position is remote working from home and whilst you would be joining our current team of Manila based staff, you would be required to work autonomously to take incoming customer calls and resolve helpdesk tickets and projects on your own. For this reason we require a highly experienced Level 2 consultant for this position.

As our clients are all English speaking and you will be communicating with them directly, you must have excellent verbal (conversational) and written English.

You will be required to work Monday to Friday between the hours of 4.30am and 4pm, so this can mean early morning starts to meet these hours. A laptop and headset will be provided however you will need to have high speed internet in your home as well as a quiet distraction and background noise free environment to be able to conduct customer calls professionally.

The first few weeks of the position will initially be an entry level position of Level 1 with the anticipation that you will already have the skills and experience to be able to progress to a Level 2 workload within 1-2 months.

The selected candidate must able to meet ALL of the following criteria:

  • Excellent verbal (conversational) and written English skills.
  • Available for Full Time work and the ability to work from home within the hours of 4.30am to 4pm.
  • Self-Managing and capable of completing projects on time and independently.
  • Minimum 2-year experience in an IT Helpdesk or a technical support role
  • Current NBI Clearance
  • Troubleshooting and diagnosing a wide range of hardware, software and network issues
  • Preparation and installation of new hardware (such as computers, printers, switches, and wireless access points)
  • Experience with Sophos firewalls, 3cx Telephone Software and Ubiquiti (UniFi) equipment
  • Experience with Microsoft Office365 Mail server and software packages including creating new tenants, hybrid environments with on premises exchange servers, migration of accounts into Office365 and Azure AD (Active Directory)

Experience in the following items would be advantageous but are not essential:

  • AWS, SQL Server – Power BI/Lists knowledge

In the first few weeks at the introductory Level 1 stage, your day-to-day tasks would be:

  • Taking incoming customer phone calls from our clients to create helpdesk tickets and to troubleshoot and resolve where possible (with escalation to Level 2 where not possible)
  • Completing helpdesk tickets assigned to you which can include creating new users, terminating users, troubleshooting printers, telephones & computers as well as basic networking/connectivity issues.
  • Preparation of new computers for delivery to clients
  • Creating accounts and setting up client VPN's for remote access

Upon progression to Level 2, some of your additional duties would include:

  • Raising tickets with external 3rd party hardware, software and service provider companies and working with them to resolve more complex issues escalated from Level 1 staff
  • Sophos firewall troubleshooting and configuration including creation of site to site VPN's
  • Unifi device troubleshooting and configuration.
  • Advanced troubleshooting and resolution of networking, hardware, and software issues
  • Office365 and AzureAD configuration and maintenance, including spam email filtering

If you have the skills and experience listed above and feel this role will suit you, please submit your application and keep an eye on your email for a preliminary interview request.

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