L2 Support Engineer

Summary

Join ConnectOS, a top-rated Philippines employer and a Great Place to Work-certified company, as a Help Desk Technician. You will field incoming end-user calls, emails, and tickets, logging incidents and service requests accurately. Responsibilities include prioritizing and scheduling ticket resolution, ensuring SLAs are met, and updating stakeholders. You will also install and configure hardware and software, diagnose and resolve faults, and adhere to service desk procedures. ConnectOS offers a competitive salary, home-based work, medical, dental, and life insurance, paid vacation and sick leave, and various other benefits.

Requirements

• Experience using ConnectWise or other ITSM tools
• Ability to deal with busy, high-pressure situations
• Excellent Communication skills and attention to detail
• High level of customer service and ability to comply with Service Management processes
• Good knowledge of End User Compute & Terminal Services
• Experience managing desktop user profiles, Outlook and network printers
• Demonstrate a professional behavior when interacting with suppliers, staff and customers

Responsibilities

• Field incoming end user calls, emails and tickets
• Log all Incidents and Service Requests accurately in the ITSM tool
• Prioritise and schedule resolution of tickets and escalate as needed
• Ensure customer Service Level Agreements (SLA) and customer expectations are met
• Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
• Installing and configuring computer hardware, software, systems, printers and scanners
• Investigating, diagnosing and resolving computer software and hardware faults including repairing equipment and replacing parts where applicable
• Adhere to the Service Desk Procedures outlined as part of this employment
• Support and contribute the team and company culture
• Mentor junior staff members and be actively involved in their development
• Escalation point for team members and clients

Preferred Qualifications

• Experience using Kaseya or other RMM tools
• Demonstrate understanding of ITIL processes
• Experience supporting Microsoft products e.g. Windows7, Windows10 and O365
• Experience supporting English speaking countries
• Related IT diploma or degree
• ITIL Foundation certification
• Microsoft certifications
• Previous experience supporting an Australian company or MSP is a plus

Benefits

• Home-based
• Medical, Dental Coverage and Life insurance
• 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