Tier 2 Service Desk Specialist

1 day ago

Manila, National Capital Region, Philippines Connext Full time

Connext
is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a
Tier 2 Service Desk Specialist
who will be working with Connext's Client in the United States of America.

What's in it for you?

  • Competitive Compensation
  • Perfect Attendance Bonus
  • Life Insurance
  • HMO Insurance
  • Great Company Culture
  • 25% Night Differential
  • Annual Increase
  • Mid- Year Bonus

What is the job?

The
Tier 2 Service Desk Specialist
is responsible in providing advanced technical support through desk-side, remote, and on-site services while resolving complex incidents and improving system stability. The role collaborates with Account Managers and Customer Success Managers to manage escalations, create knowledge-based content, and support overall service efficiency.

Responsibilities:


• Provide L2 technical support via desk-side, remote, and on-site services, ensuring timely resolution within SLAs.


• Diagnose, troubleshoot, and resolve hardware, software, network, and application issues, including root-cause analysis.


• Manage, prioritize, assign, and track incidents and service requests following established policies and procedures.


• Collaborate with Account Managers, Customer Success Managers, and cross-functional teams on escalated issues and customer improvements.


• Create, maintain, and improve technical documentation and knowledge-base articles to enhance first-line resolution.


• Install, configure, maintain, and upgrade workstations, hardware, software, and related components, including testing new solutions.

Qualifications:


• Bachelor's degree in information technology, Computer Science, Engineering, or related field is preferred.


• Minimum of three (3) years of experience supporting IT systems, service desk, or technical support environments.


• Prior experience in MS Computer Science or Information Management is a plus.


• Strong experience supporting Windows, Linux/Unix desktops and servers, including Active Directory, Group Policy, NTFS permissions, and DNS.


• Proficiency with Microsoft 365 services (Office 365, Exchange Online, Teams, SharePoint, Intune) and email security/troubleshooting.


• Hands-on experience with networking and infrastructure technologies, including VPNs, LAN/WAN environments, virtualization (VMware/Hyper-V), and RDS/Citrix.


• Excellent problem-solving, time management, and customer-service skills, with the ability to clearly communicate technical concepts to non-technical users under pressure.


• Must have stable employment history.

Be part of a growing global team that values innovation, collaboration, and professional growth.
Apply today and take the next step in your career with Connext

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