IT Helpdesk L2 – Sensible – Techno Global Team

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

Location

Job Features

Job Category	Technical Support
Job Status	Full Time
Job Level	Any
Salary	₱37,000
Year of Experience	2
Working Hours	Day Shift
Dress Code	Business (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