L3 Service Desk (PH)

Job Title: L3 Service Desk

Job Description

Key Responsibilities:

Provide Level 2 and Level 3 technical support to end users via ticketing systems, remote tools, and phone/email

Manage and resolve incidents and service requests using Ticketing, RMM, and MSP tools

Administer Microsoft Intune (MDM) for device enrollment, compliance policies, application deployment, and endpoint security

Support and manage Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint

Handle Azure Active Directory / Entra ID user management, role assignments, and access controls

Configure and troubleshoot Group Policy Objects (GPOs)

Provide support for Azure Virtual Desktop (AVD) environments

Perform basic network troubleshooting (DNS, DHCP, VPN, connectivity issues)

Diagnose and resolve printer-related issues (network & local printers)

Deliver high-quality end-user support with clear communication and timely resolution

Escalate complex issues when required and collaborate with L3/Infrastructure teams

Maintain documentation, SOPs, and knowledge base articles

Required Skills & Qualifications

Proven experience in L2/L3 Help Desk or Desktop Support roles

Strong hands-on experience with Intune / MDM

Experience working with Ticketing systems, RMM, and MSP tools

Good knowledge of Microsoft 365 administration

Hands-on experience with Azure AD / Entra ID

Working knowledge of Group Policy management

Experience supporting Azure Virtual Desktop (AVD)

Basic understanding of network troubleshooting concepts

Strong troubleshooting skills for end-user and printer issues

Excellent verbal and written communication skills

Customer-centric approach with strong problem-solving abilities