L2 Servicedesk Engineer | Hybrid Work Setup | Dayshift AU

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• Primary Purpose:

Delivery of Level 1 and 2 Managed IT, Network, Telco and (in scope) Application support services for Managed Service Desk Clientele

• Delivery of Level 1 and 2 Managed IT, Network, Telco and (in scope) Application support services

Take incoming support calls and log incidents/requests in to ServiceNow as required

• Plan and implement automation of IT operations to improve efficiency for the client and our customers

Provide operational support and implement policies and procedures to ensure consistency with company vision and strategic goals

• Provide Level 1 and Level 2 technical support to our Managed Services and ICT Clients via onsite, telephone, email and remote support tools

Resolve incidents assigned to you in a timely manner ensuring customer service and client outcomes are paramount

• Triage incoming client calls and incidents and manage escalations to Level 3 SME's, as required.

Track and manage all support services and documentation using client's service

• Management processes

Monitor and action alerts from client monitoring systems

• Key Responsibilities:

Implementation and maintenance of the Managed Service Support Teams, and customer's operational environments.

• Maintain consistent operation of multi-user computer systems, including network and application

Assist to deploy and manage patches, firmware, backups and new feature roll out following change management processes

• Assist sales team with pre-sales support to new and existing customers. Assist in the delivery of Customer ICT projects and handover to Service, Support, and operational teams.

Work with customers to assist with their transition to client services

• Ensure that work and changes are performed in such a way as to minimize all disruption to existing business use.

• Scope of Work Performed:

This position operates under the direction and supervision of the Service

• Support Manager and when advised, the Service Delivery Manager for related Service Delivery tasks.

The occupant will need to exercise considerable independence and autonomy in the role

• Be an integral component in the successful operations of Managed Service Desk

Clientele and relevant internal activities on time, within the resources allocated and to a high level of quality

• Be available to travel and work outside of business hours. Assist with on-site and off-site infrastructure builds

Demonstrate initiative, flexibility and creativity in identifying and escalating

• Be proactive in providing advice and solutions to meet business needs.

Be available for general shift hours between 8am 8pm Monday to Friday

• Be available to do 24/7 on-call duties as part of a larger roster, as agreed with the relevant Manager

Be available to complete delivery of projects outside of normal business hours

• Required Skills:

Experience working in an Enterprise environment

• Excellent organization skills

Ability to prioritize, multi-task and manage workloads

• High level Windows Desktop and Server administration

Cloud architecture (VMWare vSphere, vCenter, MS Azure)

• Experience with MS Office Suite and Microsoft 365 Services

Experience with Anti-Virus / Malware suites and processes

• Experience with Backup suites and processes

Network equipment administration (firewalls, routers, APs, etc)

• Ability to develop effective administration and support systems documentation.

Able to work in a pressured environment ensuring attention to detail is maintained and meet agreed deadlines

• Excellent communication skills

Ability to create clear and concise documentation

• Desirable Skills:

Experience with any of the following product's processes or technologies:

• SIP

3CX Phone System

• Fortinet Security Products and Services

ITSM Toolsets

• Exposure to networking in a service provider environment (Mikrotik / Cisco)

Experience in ITIL Framework

• Industry certification (MCSE, CCNA, NSE, etc.

Job Type: Full-time

Pay: From Php48,

• 00 per month
  
  Benefits:
• Health insurance

Work from home
Schedule:

• 8 hour shift

Day shift

• Monday to Friday

Supplemental pay types:

• 13th month salary

Application Question(s):

• Salary Expectation:

Experience:

* MS Office 365 Troubleshooting: 3 years (Required)