IT Helpdesk L2 – Sensible

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
  • 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
  • Accurately completing timesheets

Required Skills

  • 2-3 years experience in a level 2 Service Desk Support Role.
  • Experience in providing support directly with customers.
  • Relevant tertiary degree and/or IT certification.
  • Minimum 2 years’ experience working as a Level 2 Service Desk Analyst
  • User Account Management for Microsoft O365 / Exchange /ADHardware support (server, desktop, laptop)
  • Basic Network knowledge (TCP/IP, WAN / LAN, VPN / SIP / WIFI)
  • Self-driven & Proactive individual.
  • Strong problem-solving skills and attention to detail.
  • Excellent interpersonal and communication skills.
  • Experience providing support to mobile users with iphone and android devices

Good to have

  • ITIL Foundation V3 Certification valued
  • Mac OSX Support experience valued
  • Autotask & N-central experience valued
  • A desire to work with SME businesses to directly support their IT infrastructure.
  • Experience working with NAS and SAN solutions.
  • 3CX Support and Experience valued
  • Small project management experience – e.g. Server refresh projects, physical to virtual migrations, Office 365 migrations.
  • Routing/switching knowledge (Cisco/Juniper/Datto/HP/Aruba experience and certification valued)
  • Good technical knowledge across:
    • Windows 2008, 2012, 2016 and 2019 Server
    • Windows 7, 8 & 10
    • Active Directory
    • Group Policy
    • DNS (public&private)
    • DHCP
  • Esxi server/vsphere & Hypervisor
  • Experience working within a managed services environment is essential.
  • Working with a range of Backup/Disaster Recovery/Business Continuity solutions


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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