L2 Service Desk Engineer(Temporary work from home)
outsourced
Quezon City, Metro Manila, Philippines
1d ago
Job Description

  • Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.
  • Work with clients directly over the phone and using remote software
  • Working with our NOC team, responsible for escalations on all desktop, network and server infrastructure service tickets to ensure service levels are maintained.
  • Performing remote response and resolution of server, virtualisation and systems issues.
  • Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.
  • Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.
  • Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.

Daily activities

  • Accept and resolve tickets, service requests/incidents/problems, using our Service Desk software
  • Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents and problems
  • Use remote management software to log into client PC’s and resolve service requests/incidents/problems
  • Answer the phone with a cheerful and enthusiastic tone
  • Perform initial fault finding and basic troubleshooting of both incidents and problems
  • Deal with escalations from Outsourced NOC
  • Assist outsourced NOC with resolution

Qualifications

Mandatory Features

  • Excellent customer service skills with clear verbal communication
  • At least 1-year prior experience with Systems Integrator or Managed Services Provider is a must
  • Excellent troubleshooting skills and the ability to follow procedures
  • Can work as part of a team
  • Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)
  • Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)
  • Intermediate to Advanced skills encompassing:
    • Microsoft Server and Desktop OS troubleshooting skills across all current versions
    • Microsoft Office 365 troubleshooting and configuration skills
    • Network (fundamental) troubleshooting skills
    • Office 365 support

Would be Nice Features

  • Any SharePoint Online and Microsoft Azure skills or other cloud services
  • Experience with Apple Mac Desktop OS
  • Experience with Solarwinds N-Central RMM
  • Experience with Autotask Ticketing System
  • Experience with ITGlue Documentation System
  • Experience with StorageCraft Shadow Protect backup software
  • Education / Training (at least one of the following):\
    • Citrix / VMware - any of the following certs: CCA / CCAA / VCP
    • Microsoft Certifications (MCSA /MCSE/MCITP)
    • Storage certifications from the following vendors (IBM, NetApp, EMC, HP)


Additional Information

Location

  • Eastwood-Temporary work from home

Working Schedule:

  • Monday-Friday 5:30AM-2:30PM Manila Time

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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