L2 IT Helpdesk

Summary

Join ConnectOS, a top-rated Philippines employer, and work as an IT specialist supporting a Melbourne-based IT solutions provider. This role involves acting as an escalation point for Level 1 technicians, troubleshooting complex IT issues across various platforms, and ensuring timely resolution of tickets. You will conduct end-user training, apply security updates, assist with client onboarding, and participate in audits. The position offers a competitive salary, comprehensive benefits, and opportunities for career growth. ConnectOS is committed to providing a great work environment and values work-life balance.

Requirements

• Experience in handling Managed Services Provider (MSP)
• At least 5-7 years and proven experience as an IT Helpdesk or similar roles
• Manage Active Directory, Group Policies, user accounts, and permissions across various environments
• Expert for Office 365 applications, including Azure (EntraID), Exchange Online, SharePoint, and Teams administration
• Has experience using ConnectWise or similar Ticketing Tools

Responsibilities

• Act as an escalation point for Level 1 technicians, resolving more complex IT issues
• Troubleshoot and resolve issues related to Windows, MacOS, Microsoft 365, network connectivity, Citrix, and cloud services
• Conduct basic end-user training on security best practices, Microsoft 365 tools, and IT policies when needed
• Ensure tickets are properly categorized, documented, and updated in ConnectWise
• Meet or exceed SLA response and resolution times, escalating overdue tickets appropriately
• Apply patching and security updates for endpoints and servers as part of regular maintenance
• Assist with new client onboarding and be the project technical lead
• Participate in client audits, ensuring IT infrastructure aligns with security and best practices
• Document new solutions, troubleshooting steps, and client-specific configurations in the knowledge base
• Stay updated with emerging IT trends and security threats to provide proactive recommendations

Preferred Qualifications

• Background in being a project technical lead or similar experience
• Outside the box thinker that can work independently
• Has Microsoft and Azure certifications
• Knowledge in Cybersecurity (ISO 27001)
• Can work independently with minimal supervision

Benefits

• WFH
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities