Job Summary:
The Tier 2 Service Desk Specialist is responsible for providing advanced support for client incidents and requests. This role involves triaging the ticket queue, managing complex client issues, and escalating problems when necessary. The technician will also handle new user onboarding and offboarding, ensure response and resolution SLAs are met, and fill gaps in documentation. Identifying and implementing process improvements is also a key part of this role.
Tasks and Responsibilities:
- Follow prescribed processes for triaging the ticket queue, managing all client incidents and requests, and escalating issues when unable to resolve.
- Act as initial escalation point for issues unable to be handled by Service Desk Level 1 technicians.
- Efficiently handle the onboarding and offboarding processes for new users.
- Manage response and resolution Service Level Agreements (SLAs) to ensure timely and effective resolution of client issues.
- Identify gaps in existing documentation and contribute to the creation and maintenance of comprehensive support documents.
- Actively identify and implement improvements to service desk processes and procedures.
- Spend 80% of time on billable activities, specifically incident and request management.
- Allocate 20% of time to administrative tasks such as attending meetings, organizing work, and participating in training sessions.
Qualifications:
- Minimum of three (3) to four (4) years of experience in a similar role within an IT Managed Service Provider (MSP) environment.
- Experience managing and supporting networks and Microsoft365 environments is required.
- In-depth understanding of ITIL frameworks and best practices, ensuring efficient and effective service management in alignment with industry standards.
- Ability to provide exceptional service, effectively addressing customer needs and ensuring satisfaction.
- Clear and coherent in both written and verbal communication skills with the ability to tailor messaging to various audiences.
- Proven capability to manage multiple tasks and priorities simultaneously, remaining organized and focused under pressure.
- Experience with service desk ticketing systems and remote support tools
- Ability to troubleshoot complex hardware and software issues across a variety of platforms
- Experience with network troubleshooting and server support
- Additional IT certifications preferred, including:
o CompTIA A+
o CompTIA Network+
o CompTIA Security+
o Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP)
o Microsoft 365 Certified: Fundamentals, Modern Desktop Administrator Associate, Teams Administrator Associate, Security Administrator Associate, & Enterprise Administrator Expert
o Equivalent Apple, Google, or Microsoft certifications (e.g., Apple Certified Support Professional (ACSP), Google IT Support Professional Certificate, Microsoft Certified: Fundamentals).
Work Location: Work from home (within Philippines only)
Work Schedule: 9 PM - 6 AM, Monday to Friday, PH time
Employment Benefits:
- Rice Allowance
- Internet Allowance
- Overtime Pay
- Holiday Pay
- 25% Night Differential Pay
- Perfect Attendance Bonus
- 20 days Paid Time Off per year (1.67 days earning every month)
- HMO for Employee
- HMO for Dependents
- Group Life Insurance
- Annual Merit Increase
- 13th Month Pay
- Mid-Year Bonus (terms apply)
