Position: IT Service Desk Technician Level 2 (MSP)
WFH Set Up (Fulltime)
Offer: PHP 50k Per month
IT Service Desk Technician Level 2 (MSP) will be taking escalated tickets using ConnectWise. The IT Service Desk Technician Level 2 (MSP) is primarily focused on Windows IT infrastructure support including servers, storage, cloud, virtualization, firewalls, routers & desktops.
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Provide night and weekend coverage (as needed and on a rotation basis) for tickets scheduled by Dispatch
- Meet ticket service level agreements (SLA) as defined by management
- Accountable for time-tracking daily activities and recording in ConnectWise
Requirements:
- Troubleshoot and fix problems with hardware, software and networks
- Provide Support for Microsoft 365 environments including Office 365, Azure AD, Intune, SharePoint, etc.
- Provide technical support for the latest Windows 10, Windows 11, MacOS, Android and iOS devices
- Support Windows Server, experience with configurations is a huge plus
- Network experience with SonicWall and Ubiquiti a plus
- Experience with ConnectWise or similar MSP tools (Autotask, Kaseya, Ninja, etc)
Toolset:
Connectwise PSA
Connectwise RMM
SentinelOne
365 (Azure, SharePoint, InTune)
Cisco Umbrella
ITGlue
Ubiquiti
SonicWall
Axcient
Datto
