IT Help Desk L2 – Technetics

Day Shift
BGC Taguig

As a Helpdesk team member, you are responsible for the handling first level support (and second level if qualified) of service requests. This relates to all technology, to include: workstations, servers, tablets, printers, phones, networks, vendor-specific hardware, software, and general administration tasks.

Primary Job Functions

Technical Support & Client Communication

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Monitor, review and address client backups, endpoint patching & Anti-Virus compliance;
  • Work with the Service Desk Co-Ordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Understand processes in Connect Wise by completing assigned training materials and blueprints on the Connect Wise University

Process & and Systems Maintenance

  • Enters and maintains actions into ConnectWise; Kaseya; Auvik; IT Glue & SharePoint;
  • Report between meetings raising anomalies with Manager;
  • Maintains client documentation files;
  • Assists with daily backup testing/monitoring/alerts maintenance;
  • Daily update of timesheets for review by Service Desk Manager;
  • Takes calls professionally and accurately.

Teamwork & and Development

  • Attends and contributes ideas at team meetings;
  • Works towards their agreed goals and learning plan set during the performance review process;
  • Discusses own workloads with Service Desk Manager;
  • Demonstrates full commitment to their own learning and development;
  • Assists colleagues with their duties when requested or has capacity to.

Required Skills

  • Active Directory Administration (creation of users’ accounts etc.)
  • Sound knowledge of Backup technologies (Veeam and/or Acronis)
  • Office 365 Administration (user/mailbox creation)
  • Exchange Administration (mailbox creation)
  • Strong desktop knowledge, Windows 10 ,8 and 7
  • Strong workstation operating system knowledge (Windows 10, 8, 7 & macOS)
  • Strong Microsoft Office skills
  • Good server operating system knowledge (Windows 2008, 2012 & 2016)
  • Strong Verbal & Written communication skills
  • Experience working with PSA, RMM and document repository systems
  • Minimum of 2 years’ experience in MSP environment

Technical Skills

  • Microsoft Windows Server and Windows Desktop troubleshooting skills (inclusive of macOS)
  • Basic knowledge of Microsoft Windows 2008/2012/2016 server
  • Working experience in Citrix & VMware
  • Demonstrate experience with, modem router setup and configuration
  • Working knowledge of wireless networks
  • Experience in configuring backup jobs and maintaining backup technologies including Veeam and/or Acronis
  • Diagnose and rectify WAN and LAN issues, including ADSL based technologies
  • Practical experience in PC hardware repairs is an advantage
  • Practical experience in deploying and migrating users from old PC’s to new PC’s
  • A desire to work with SME businesses to directly support their IT infrastructure

Certifications (Good to have but not required)

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)


Job Features

Job CategoryIT, Technical Service Desk
Year of Experience2
Working HoursDay Shift
Dress CodeBusiness (e.g Shirts)
Telephone(02) 485 7521


* FREE Daily Meals
* Regularization and Annual Appraisal
* HMO Coverage + 1 Dependent FOR FREE
* Paid Time Offs
* Competitive Salary Packages
* Work-Life Balance
* Friendly and Supportive TGT Team

Company Photos

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