L2 Service Desk Engineer
L2 Service Desk Engineer
Posted on :
30-05-2025
Employer Active
1 Vacancy
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Jobs by Experience
3years
Monthly Salary
60000 - 80000
Vacancy
1 Vacancy
Posted on :
30-05-2025
Job Description
We are looking for a Level 2 Service Desk Engineer with strong experience in a Managed Service Provider (MSP) environment.
The ideal candidate must be highly proficient in using HaloPSA for ticketing IT Glue for documentation and N-able (Enables) or a similar RMM tool for remote monitoring and management.
Key Responsibilities:
- Provide L2 technical support across hardware software WiFi networking and system access issues.
- Work within HaloPSA to manage triage and resolve tickets following internal SLA and escalation procedures.
- Maintain accurate and up-to-date documentation using IT Glue including SOPs KB articles and asset records.
- Perform remote troubleshooting and system maintenance using N-able (Enables) or equivalent RMM tools.
- Collaborate with internal teams and escalate complex issues as needed.
- Monitor assigned tickets and ensure timely updates and resolutions in line with SLA requirements.
- Follow standard operating procedures and ensure consistency across documentation and ticketing.
Requirements
Required Qualifications:
- 3 years of experience in a Level 2 support role preferably in an MSP setting.
- Strong working knowledge of HaloPSA IT Glue and RMM platforms like N-able (Enables).
- Solid technical background in:
- Windows operating systems
- Networking fundamentals (WiFi DNS DHCP IP addressing)
- Troubleshooting hardware printers and endpoint devices
- Experience supporting Microsoft 365 remote access tools (RDP VPN) and basic security platforms.
- Excellent written and verbal communication skills.
- Strong attention to detail and the ability to manage priorities effectively in a fast-paced environment.
Tools You ll Be Using:
- HaloPSA ticket triage queue management and SLA tracking
- IT Glue documentation password management SOPs
- N-able (Enables) remote support patching monitoring
- Additional tools: Microsoft 365 TeamViewer RDP antivirus platforms VPN clients
Performance Expectations:
- Close tickets in a timely manner with clear documentation.
- Ensure 100% accuracy in IT Glue documentation after each ticket resolution.
- Consistently meet SLA targets and internal KPIs (first-response time resolution time).
- Maintain a strong focus on first-time resolutions and client satisfaction.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
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!
We are looking for a Level 2 Service Desk Engineer with strong experience in a Managed Service Provider (MSP) environment. The ideal candidate must be highly proficient in using HaloPSA for ticketing, IT Glue for documentation, and N-able (Enables) or a similar RMM tool for remote monitoring and management. Key Responsibilities: Provide L2 technical support across hardware, software, WiFi, networking, and system access issues. Work within HaloPSA to manage, triage, and resolve tickets following internal SLA and escalation procedures. Maintain accurate and up-to-date documentation using IT Glue including SOPs, KB articles, and asset records. Perform remote troubleshooting and system maintenance using N-able (Enables) or equivalent RMM tools. Collaborate with internal teams and escalate complex issues as needed. Monitor assigned tickets and ensure timely updates and resolutions in line with SLA requirements. Follow standard operating procedures and ensure consistency across documentation and ticketing. Requirements Required Qualifications: 3+ years of experience in a Level 2 support role, preferably in an MSP setting. Strong working knowledge of HaloPSA, IT Glue, and RMM platforms like N-able (Enables). Solid technical background in: Windows operating systems Networking fundamentals (WiFi, DNS, DHCP, IP addressing) Troubleshooting hardware, printers, and endpoint devices Experience supporting Microsoft 365, remote access tools (RDP, VPN), and basic security platforms. Excellent written and verbal communication skills. Strong attention to detail and the ability to manage priorities effectively in a fast-paced environment. Tools You ll Be Using: HaloPSA ticket triage, queue management, and SLA tracking IT Glue documentation, password management, SOPs N-able (Enables) remote support, patching, monitoring Additional tools: Microsoft 365, TeamViewer, RDP, antivirus platforms, VPN clients Performance Expectations: Close tickets in a timely manner with clear documentation. Ensure 100% accuracy in IT Glue documentation after each ticket resolution. Consistently meet SLA targets and internal KPIs (first-response time, resolution time). Maintain a strong focus on first-time resolutions and client satisfaction. 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.
Education
Bachelor's Degree
Employment Type
Full Time
Key Skills
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