IT Helpdesk analyst l2 | onsiteEastvantage Business Solutions Inc.

Job Description
About the role:
Manage tickets from the end-users
Maintain good relationships with end-users and providesupportto end-users to ensure the smooth running of end users devices and infrastructure devices
Assist in troubleshooting and resolving application issues.
Maintaining and updating technicalsupportdocumentation.
Manage IT systems monitoring and reports
Implement and monitor office Information Technology security and antivirus.
Position requirements:
Intensive experience in using ITSM/Ticketing tool/s.
Good knowledge of SLAs, KPIs, and priority matrix
Minimum 3 years of helpdesk experience andat least oneyear in L2 support
Competent at documenting standard/application operating procedures
In-depth knowledge of computer hardware, software, and OS (Windows and macOS)
Comprehensive experience in Windows server administration and basic knowledge in Linux server administration
Good understanding of TCP/IP, IP address, and LAN Technology including switching and routing fundamentals.
Knowledge of basic setup and configuration of Cisco devices such as firewall, switch, IP phones, wireless controller, and access points are a plus.
Microsoft Certified or Cisco Certified Network Associate (CCNA) is a plus
Good interpersonal and communication skills to interact effectively at all levels.
Strong analytical and troubleshooting skills
Amenable to work onsite daily (BGC and Pasig office)
Willing to work in shifting schedules
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