Level 2 Help Desk Support

About Brainbox

Brainbox is different from every other BPO. It's not just the amazing culture, strong brand, loyal customers and talented staff - it is deeper than that. The Brainbox core value of 'Always Be Kind' is embedded in every policy, decision, and every day. We develop our people, and the Philippines management team is all Filipinos. Everything we do is aimed at providing people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love their what they do and become the best versions of themselves.

About the Role

The Level 2 Help Desk Specialist will provide efficient and effective technical support and customer service to ensure clients can resolve their escalated IT-related issues promptly. You will be responsible for maintaining the smooth operations of the clients by addressing technical challenges, improving user experience, and maintaining high levels of customer satisfaction.

Qualifications & Attributes

• Degree or diploma in Information Technology, Computer Science, or a related field.
• At least 2+ years of experience as Level 2 Helpdesk roles
• Experience in the Australian/New Zealand MSP industry is required
• Familiarity with Windows, Active Directory, Office 365, macOS, and popular software applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication abilities, both written and verbal, in the English language
• Ability to work effectively in a team environment.
• Strong organisational skills and attention to detail.
• Ability to handle sensitive information with discretion.

Key Responsibilities

• Respond to and resolve Level 2 support tickets escalated from Level 1 Help Desk.
• Diagnose and troubleshoot complex technical issues related to Windows, macOS, and Linux systems.
• Escalate unresolved issues to Level 3 or specialised teams with detailed documentation.
• Manage and maintain client servers (Active Directory, DNS, DHCP, Group Policy, Exchange, etc.).
• Perform system monitoring, patch management, and regular maintenance.
• Configure and troubleshoot routers, firewalls, switches, and VPN connections.
• Provide advanced remote assistance using RMM (Remote Monitoring and Management) tools.
• Occasionally assist with on-site visits (if located near a client office or remote setup).
• Support end-users across various time zones (AU/NZ).
• Monitor and manage client backup systems and disaster recovery solutions.
• Implement and maintain cybersecurity tools (antivirus, endpoint protection, MFA, etc.).
• Ensure compliance with client data security policies and MSP service-level agreements (SLAs).

Perks

• Attractive and competitive salary
• Tenure-based and Performance-based incentives
• Paid time off
• Day shift
• Unlimited cash incentives for hired referrals
• Engagement and Recognition programs
• HMO on day 1
• Work-life balance with a 37.5h week and free weekends
• International career growth and clients
• Opportunities to travel abroad
• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants
• Fun and inclusive working environment and great working culture
• Dedicated local support with local Management, HR, onboarding, payroll, and ICT
• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and possible online practical tests.

This position is an onsite role at our Pampanga office. Candidate must be willing to work on-site.

Work Location: Angeles City, Pampanga

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Angeles: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your desired salary?
• What is your notice period?

Experience:

• Level 2 Help Desk Support: 2 years (Preferred)
• AU/NZ MSP industry: 1 year (Preferred)

Work Location: In person