L2 Service Desk Engineer AU MSP WFH

Summary:

We are looking for an L2 Service Desk Specialist with a strong background in Managed Service Provider (MSP) environments to provide technical support and ensure efficient resolution of complex issues. The ideal candidate for this role should possess a deep understanding of IT systems and a strong ability to troubleshoot and resolve technical problems. This role is critical for maintaining high levels of customer satisfaction and operational

efficiency.

Key Responsibilities:

• Provide technical support for a wide range of IT issues including software hardware and network problems in an MSP environment.
  
• Diagnose and resolve complex technical issues escalating to higherlevel support when necessary.
  
• Document all support interactions and resolutions in the ticketing system to maintain accurate records.
  
• Collaborate with other teams such as development network operations and client management to identify and resolve root causes of issues.
  
• Perform routine system maintenance and updates to ensure optimal system performance.
  
• Develop and maintain knowledge base articles to assist in the resolution of common issues.
  
• Provide guidance and mentorship to L1 support team members to enhance their skills and knowledge.
  
• Ensure adherence to MSP best practices and service level agreements (SLAs).
  

Requirements

Qualifications:

• Bachelors degree in Computer Science Information Technology or a related field is preferred.
  
• 3 years of experience in IT support with a focus on L2 in an MSP environment.
  
• Proficiency in using IT service management tools such as ServiceNow Jira or similar.
  
• Strong understanding of Windows and Linux operating systems as well as network protocols and architectures.
  
• Excellent communication and interpersonal skills with the ability to explain technical concepts to nontechnical users.
  
• Strong problemsolving and analytical skills with a keen attention to detail.
  
• Familiarity with MSP best practices and service level agreements (SLAs).
  

Additional Job Details:

Setup and Location: WFH

Work Schedule: 9:00 AM6:00 PM (AEDT) 7:00 AM4:00 PM (PH Time)

Employment Type: Fulltime

All interviews and other hiring requirements are done virtually or through video calls or emails.

Benefits

Benefits

Join Us and Enjoy!

• HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: YearEnd Party Family Day Team Building and more!
  

Why Join Staff Domain

At Staff Domain we are not just another staffing company we are rapidly growing and transforming the way businesses leverage global talent. We offer a vibrant and collaborative work culture that thrives on innovation excellence and continuous learning. With offices in the Philippines South Africa India and beyond we are a truly global company that embraces diversity and encourages the sharing of ideas. We take pride in our dynamic and supportive work environment where you ll have access to cuttingedge technology and tools to help you excel in your role. As a member of our team you ll be part of a high growth organization that invests in its people and offers exceptional opportunities for career advancement. Staff Domain is the perfect place for driven ambitious individuals who are eager to make an impact in a rapidly expanding industry.

Join us as we shape the future of global staffing solutions!

Summary: We are looking for an L2 Service Desk Specialist with a strong background in Managed Service Provider (MSP) environments to provide technical support and ensure efficient resolution of complex issues. The ideal candidate for this role should possess a deep understanding of IT systems and a strong ability to troubleshoot and resolve technical problems. This role is critical for maintaining high levels of customer satisfaction and operational efficiency. Key Responsibilities: Provide technical support for a wide range of IT issues, including software, hardware, and network problems, in an MSP environment. Diagnose and resolve complex technical issues, escalating to higher-level support when necessary. Document all support interactions and resolutions in the ticketing system to maintain accurate records. Collaborate with other teams, such as development, network operations, and client management, to identify and resolve root causes of issues. Perform routine system maintenance and updates to ensure optimal system performance. Develop and maintain knowledge base articles to assist in the resolution of common issues. Provide guidance and mentorship to L1 support team members to enhance their skills and knowledge. Ensure adherence to MSP best practices and service level agreements (SLAs). Requirements Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. 3+ years of experience in IT support, with a focus on L2 in an MSP environment. Proficiency in using IT service management tools such as ServiceNow, Jira, or similar. Strong understanding of Windows and Linux operating systems, as well as network protocols and architectures. Excellent communication and interpersonal skills, with the ability to explain technical concepts to nontechnical users. Strong problem-solving and analytical skills, with a keen attention to detail. Familiarity with MSP best practices and service level agreements (SLAs). Additional Job Details: Set-up and Location: WFH Work Schedule: 9:00 AM-6:00 PM (AEDT) | 7:00 AM-4:00 PM (PH Time) Employment Type: Full-time All interviews and other hiring requirements are done virtually or through video calls or emails. Benefits Benefits Join Us and Enjoy! HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents) Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary) Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more! Why Join Staff Domain? At Staff Domain, we are not just another staffing company we are rapidly growing and transforming the way businesses leverage global talent. We offer a vibrant and collaborative work culture that thrives on innovation, excellence, and continuous learning. With offices in the Philippines, South Africa, India, and beyond, we are a truly global company that embraces diversity and encourages the sharing of ideas. We take pride in our dynamic and supportive work environment, where you ll have access to cutting-edge technology and tools to help you excel in your role. As a member of our team, you ll be part of a high growth organization that invests in its people and offers exceptional opportunities for career advancement. Staff Domain is the perfect place for driven, ambitious individuals who are eager to make an impact in a rapidly expanding industry. Join us as we shape the future of global staffing solutions!

Education

Bachelor's Degree