Level 3 Helpdesk Engineer
5 days ago
This is a remote position.
SUMMARYAn experienced IT professional responsible for providing advanced technical support and troubleshooting for end-user devices (desktops, laptops, mobile devices, printers, scanners), software applications, and company infrastructure, including Office 365, G Suite, Windows Server environments (2016/2019), and various cloud solutions. Key duties include managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.
The role also involves collaborating with vendors, implementing SaaS solutions, addressing infrastructure alerts, and contributing to continuous process improvement within the IT department.
JOB RESPONSIBILITIES
- Troubleshoot issues related to end-user devices, including but not limited to desktops, laptops, mobile devices, printers, scanners, vendors, applications, Wi-Fi, and more.
- Troubleshoot issues related to company infrastructure, such as Office 365, G Suite, Windows Server environments (2016, 2019), and cloud infrastructure (cloud file storage, cloud authentication).
- Follow proper company procedures for response time, escalation, communication, and documentation.
- Properly handle your ticket workspace in the help desk system; keep everything clean, updated, resolved properly, and generally done in an aesthetically pleasing manner.
- Provide constant, proactive communication to avoid customer frustration or long periods of time spent on their computers during working hours.
- Set up networks during client onboarding or à la carte projects.
- Provide a Level 3 escalation point for the help desk.
- Work with vendor technical support to resolve issues or implement new solutions.
- Implement SaaS solutions as needed.
- Attend to infrastructure issues discovered by the NOC.
- Document and improve department processes.
- 7+ years of IT experience (desktop support, systems engineering, systems administration).
- Helpdesk MSP experience.
- Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
- End-user support/desktop support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, deployment, MDM.
- Support of cloud products: Office 365, SharePoint/OneDrive, Azure, Google.
- Systems administration: Knowledge of Microsoft Windows Server platforms (DC, FS, TS, Print, IIS), as well as Active Directory, Group Policy, basic Exchange Server, basic SQL Server.
- Support of BDR products: Veeam, Azure, local NAS.
- Support of cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning.
- Basic understanding and support of storage and virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
- Understanding of networking: TCP/IP, LAN/DMZ/WAN, DHCP, DNS, routing, switching, VPN, and firewalls.
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
- Full Philippine Statutory Benefits
- 13th Month Pay
- De Minimis Allowance
- Night Shift Differential Pay
- Paid Time Off (PTO)
- Health Insurance
- Life Insurance (maximum of PHP 3M coverage)
- Company-Provided Equipment
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