Level 2 IT Helpdesk Technician

1 day ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time $60,000 - $80,000 per year

Job Summary:

Seeking a skilled and customer-focused Level 2 IT Helpdesk Technician with expertise in ConnectWise to provide advanced technical support, resolve escalated issues, and ensure efficient service delivery. This role involves working closely with clients, internal teams, and vendors to troubleshoot and manage IT systems using ConnectWise tools.

Key Responsibilities:

  • Provide Level 2 technical support for end-users, resolving escalated tickets related to hardware, software, networking, and cloud services.
  • Utilize ConnectWise Manage and Automate to track, prioritize, and resolve service requests.
  • Perform remote diagnostics, system updates, patch management, and routine maintenance using ConnectWise Automate.
  • Collaborate with Level 1 technicians to ensure proper ticket escalation and resolution.
  • Monitor system alerts and proactively address potential issues before they impact users.
  • Document solutions, procedures, and configurations within ConnectWise for knowledge sharing and compliance.
  • Assist in onboarding new clients and configuring ConnectWise environments to meet business needs.
  • Support integration of ConnectWise with other platforms (e.g., Microsoft 365, RMM tools, PSA systems).
  • Participate in root cause analysis and contribute to continuous improvement initiatives.
  • Maintain SLA compliance and contribute to performance reporting.

Qualifications:

  • 5+ years of experience in IT helpdesk or technical support roles.
  • Hands-on experience with ConnectWise Manage and Automate.
  • Strong knowledge of Windows OS, Active Directory, Microsoft 365, and basic networking.
  • Familiarity with ITIL practices and service desk workflows.
  • Excellent problem-solving and communication skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Certifications such as CompTIA A+, Network+, or ConnectWise-specific training are a plus.

Preferred Skills:

  • Experience in MSP environments.
  • Scripting knowledge (PowerShell, Bash) for automation tasks.
  • Familiarity with remote monitoring and management (RMM) tools.
  • Understanding of cybersecurity best practices.

Job Requirements:

  • Open to a long-term remote work arrangement.
  • Willing to work a permanent night shift schedule.

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