l2 support EngineerConnectOS

Why Join Us?
Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We'll provide you with a professional support structure and benefits to ensure you can thrive. We offer Premium HMO, awesome technology, and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development. We're always searching for great talent to join our team. If you'd like be part of a fast-growing industry leader with an exceptional company culture, we'd love to hear from you: [Protected Info]
As a Senior Service Desk Analyst sits within the Managed Services Team. It is a role within this team dedicated to providing the best in customer service experience to clients.
The purpose is to provide service displaying the Client's Values and Culture, to ensure interruption-free computing and quality interactions to clients we support.
Success in this role means that you will mean that you will provide timely and efficient service using our Remote Management and Monitoring (RMM) and Professional Services Automation (PSA) tools.
This position is done with the support of the Service Delivery Team Leader and Service Operations Manager.
Some key criteria are listed below;
Customer Support
Accepting assignments from the Service Delivery Manager, and either working with the team to resolve, or owning the issue.
Providing support/help/mentoring for the junior staff members
Accepting Service Desk Escalations
Project support as required.
Supporting the Technical Escalations Team for infrastructure and service changes.
Customer management and automation using our RMM, Connectwise Automate or other tools.
Using our PSA tool, Connectwise Manage to record all interactions with customers. Understanding scheduling and prioritisation processes.
Executing critical processes: Severity 1 Outage Process, Change Control and Escalation.
Using our documentation system and updating data when it is outdated or missing.
Sharing and developing ideas in which we can better use internal tools to deliver great customer service.
Configuring peripherals and equipment as required. I.e. Servers, Wireless access points, switches, firewalls and other devices.
Installing and upgrading software, both customer applications and off-the-shelf products.
Providing remote support for projects and the project team where required.
Active participation in daily huddles. Understanding the priorities for the day and any escalation of issues that may be required.
Generally delivering quality and timely service. Setting other members up for success by using processes and tools, providing assistance to others where you can and asking for help when unsure.
Internal Systems
Configuring and Delivering Customer Equipment
Requirements
Previous Australian MSP experience
Cyber Security knowledge
Strong communication skills (Mandatory)
MS 0365 Experience
Backup Storage
Routers & Switches
Azure
Technical documentation
Benefits
Standard Job Benefits:
HMO on Day 1
Temporary Work from Home Set Up
Paid Time-Off
Quarterly Sick-Leave conversion
Paid Government-Mandated Benefits (SSS, PHIC, Pag-IBIG)
Equipment provided
Job Highlights:
Work-life balance
Career growth and development opportunities
Stable organization and industry leader
Collaborative and company culture
Salary Range: 60,000-90,000
ConnectOS

Mandaluyong City, Metro Manila
Temporary
Full-time