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L3 Helpdesk Engineer

2 weeks ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱1,200,000 - ₱3,600,000 per year
SUMMARY

An 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
  • Troubleshooting 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), Cloud Infrastructure (Cloud File Storage, Cloud authentication)
  • Follow proper company procedures such as response time, escalation, communication, and documentation.
  • Properly handle your ticket workspace in the help desk system - everything clean, updated, resolved properly, and generally done aesthetically
  • Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.
  • Setup of networks during client onboarding or an a la carte project
  • Provide level 3 escalation point for 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 NOC
  • Document and improve department processes
QUALIFICATIONS
  • 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
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.