Service Desk Specialist L2

Job Description:

The Service Desk Specialist Level 2 is responsible for providing advanced technical support to end-users, resolving complex hardware and software issues, and escalating unresolved issues to Level 3 support. This role requires strong problem-solving skills, excellent communication abilities, and a commitment to delivering exceptional customer service. The Level 2 Specialist will also contribute to maintaining and improving service desk processes and knowledge base.

Key Responsibilities

· Provide Level 2 technical support to end-users via phone, email, chat, or in-person, focusing on efficient and effective resolution of escalated incidents and service requests.

Diagnose and resolve complex hardware, software, and network issues, including but not limited to:

§ Operating system (Windows, macOS) troubleshooting.

§ Application support (Microsoft Office Suite, specialized business applications).

§ Microsoft environment support, including Azure Virtual Desktop (AVD), SharePoint, and OneDrive.

§ Network connectivity issues (LAN, WAN, VPN).

§ Hardware troubleshooting (desktops, laptops, peripherals).

§ Server and system administration (Active Directory, user account management).

· Escalate unresolved incidents and service requests to Level 3 support or other appropriate teams, providing detailed information and documentation.

· Document all support activities, solutions, and resolutions in the service desk ticketing system accurately and in a timely manner.

· Contribute to the development and maintenance of the service desk knowledge base, creating and updating articles, FAQs, and other documentation.

· Assist in the deployment, configuration, and maintenance of IT equipment and software.

· Provide technical guidance and training to Level 1 support staff.

· Monitor system performance and identify potential issues proactively.

· Participate in IT projects and initiatives as needed.

· Adhere to ITIL best practices and service desk procedures.

· Maintain a high level of customer satisfaction through professional and courteous interactions.

Required Qualifications:

· Minimum of 3 years of experience in an IT support role, with at least 2 years in a Level 2 support position.

· Strong knowledge of Windows and/or macOS operating systems, including installation, configuration, and troubleshooting.

· Experience with Microsoft 365 and other common desktop applications.

· Proven experience with Microsoft's cloud ecosystem, including Azure Virtual Desktop (AVD), SharePoint, and OneDrive.

· Solid understanding of network concepts and technologies (TCP/IP, DNS, DHCP, VPN).

· Experience with Active Directory, user account management, and basic server administration.

· Excellent troubleshooting and problem-solving skills, with the ability to analyze complex technical issues.

· Strong communication skills, both verbal and written, with the ability to explain technical information to non-technical users.

· Ability to work independently and as part of a team, with a strong sense of ownership and accountability.

· Experience using service desk ticketing systems (e.g., ServiceNow, Zendesk, Jira).

· Customer-focused attitude with a commitment to providing high-quality support.

Preferred Qualifications:

· Bachelor's degree in Information Technology, Computer Science, or a related field.

· Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP), or ITIL Foundation.

· Experience with remote support tools (e.g., Bomgar, LMI, GTA, TeamViewer, Remote Desktop).

· Knowledge of scripting languages (e.g., PowerShell, Bash).

· Experience with IT asset management systems.

· Familiarity with cloud technologies (e.g., Azure, AWS).

Job Type: Full-time

Pay: Php40, Php60,000.00 per month

Location:

• Taguig (Preferred)

Work Location: On the road