L2/Tier 2 Help Desk Technician

2 weeks ago

Manila, National Capital Region, Philippines DOXA Talent Full time

ESSENTIAL FUNCTIONS:

  • Provide timely resolution of customer issues, ensuring satisfaction remains above 90%
  • Troubleshoot and resolve issues with workstations, servers, networks, and software without reliance on predefined scripts
  • Navigate ambiguous problems by applying strong diagnostic skills and technical knowledge
  • Modify configurations, utilities, software, and system settings to optimize performance
  • Onboard new users into systems and configure workstations/software
  • Install, maintain, and troubleshoot Windows and Mac desktop and server operating systems
  • Field support requests via phone, email, and ticketing system, documenting and monitoring all requests
  • Manage and troubleshoot network and server issues (DNS, DHCP, VPN, TCP/IP)
  • Support IT projects and third-party software implementations
  • Maintain accurate inventory of equipment, software, and licenses
  • Mentor junior team members and contribute to overall process improvement
  • Obtain required certifications within 6 months

QUALIFICATIONS:

  • A bachelor's degree in the related field is preferred
  • 5+ years of Help Desk or technical support experience
  • Strong knowledge of networking (DNS, DHCP, VPN, TCP/IP)
  • Hands-on experience with Windows Server, Active Directory, and desktop OS (Windows 7–11)
  • Proficiency with Microsoft Office and Office 365 in a business environment
  • Ability to independently research and find solutions using Google, forums, and AI tools
  • Exceptional problem-solving and troubleshooting skills with the ability to work unscripted
  • Strong customer service mindset with excellent communication skills
  • Proficiency with AI tools to augment workflow and troubleshooting

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