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)

Location



Job Features

Job CategoryIT, Technical Service Desk
Salary40,000
Year of Experience2
Working HoursDay Shift
Dress CodeBusiness (e.g Shirts)
Telephone(02) 485 7521

WHY WORK FOR US?

* 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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