IT Helpdesk L2 – Ginko IT

Day Shift
BGC Taguig

Techno Global Team is currently seeking to fill an ‘IT Helpdesk” position for one of its prestigious campaign, GINKO IT. As a helpdesk, you will be providing IT support for Australian customers. Also, you will be dealing with internal staff and external customers to rectify and solve customer’s issues.

While working in a high-performing dynamic team and reporting directly to the service manager. You will need to have an eye for detail, good time management, be a logical thinker, methodical in your approach, persistent and diligent, able to solve issues, and work in a team environment.

Primary Job Functions

Client Service Delivery & Support

  • Communication with customers as required; keeping them informed of service ticket progress, notifying them of impending changes or agreed outages/actions;
  • IT support relating to technical issues involving Microsoft’s core business applications and operating systems (inclusive of mac OS);
  • Support of disaster recovery solutions;
  • Basic technical support and the network level: WAN an LAN connectivity, routers, firewalls, switches 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 Manager to ensure requests are routed to the proper resource in order to be resolved quickly and effectively;
  • Escalate service tickets that require engineer level support;
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University;

Processes & 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 & 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.


  • Active Directory Administration (creation of user’s accounts etc.)
  • Sound knowledge of Backup technologies (Veeam, Datto and/or Acronis – atleast one)
  • Office 365 Administration (user/mailbox creation)
  • 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
  • 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
  • Minimum of 2 years’ of experience in MSP environment
  • Experience with application support run with SQL
  • Certifications (Good to have but not required)
  • ITIL certification
  • Microsoft Certifications; current MCP, MCSE or MCSA
  • CCNA
  • We are located at 17/f Eco Tower 32nd Ave corner 9th St, Bonifacio Global City which is near St Luke’s, Market Market and Serendra.


Job Features

Job CategoryTechnical Support
Job StatusFull Time
Job LevelAny
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

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