Level 2 Service Desk Engineer (PH)

Job Title: Level 2 Service Desk Engineer

Type: Full-Time, Remote

Working Hours: Mondays - Fridays 7:00 am - 4:00 pm Philippine Time

Compensation:  $1,500 - $2000 USD per month (salary based on assessment)

About the Company:

Our client is a leading  Managed Services Provider (MSP) delivering innovative IT solutions and services. Our focus is on helping organizations transform their IT environments, improve business operations, and enhance security. Join our dynamic team and be part of a company that's driving technological advancement and delivering exceptional value to its clients.  

Job Description:

The Service Desk Engineer – Level 2 is responsible for administering elevated level 2 support for all client problems and service tickets that are received to the standard help desk business queue.

Duties/Responsibilities

• Provide assistance to the helpdesk team on triage and prioritizing of all new tickets received to the business queue helpdesk.

• Helping to answer all calls received from the main service desk help call queue and create new tickets as needed.

• Work from the Level 2 helpdesk priority queue, acting on tickets to help resolve client issues from a level 2 knowledge standpoint.

• Provide support assistance with inter-helpdesk escalations from level 1 techs.

• Help in maintaining all documentation and configurations for clients as tickets are resolved.

• Help to maintain Standard operation procedures for helpdesk support.

• Performs other related duties as assigned.

• Help to maintain office cleanliness and order.

• Assist in mentorship opportunities with lower-level techs when possible.

Required Skills/Abilities

• Good interpersonal and customer service skills.

• Excellent organizational skills and attention to detail.

• Excellent time management skills with a proven ability to meet deadlines.

• Advanced knowledge of Microsoft Office Suite or related software.

• Advanced PC troubleshooting knowledge

• Advanced network troubleshooting knowledge

• Advanced Knowledge of Server policies and Active directory

• Interpersonal knowledge on at least 2 of the following networking systems

  • Cisco, Meraki, ASA, Fortinet, Sonicwall, Ubiquity

Education and Experience

• High school diploma or equivalent required.

• Associate degree in applied sciences.

• CompTIA, C+, N+ certifications preferred.

• At least 6 months to 1 year of help desk engineering work preferred.

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