L2 Service Desk Engineer | AU | Onsite
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
- Troubleshoot and resolve escalated issues related to hardware software networking and cloud services.
- Perform root cause analysis and implement long-term solutions.
- Support and maintain user accounts permissions and group policies in Active Directory and Microsoft 365.
- Assist with server network and security-related tasks under guidance from senior engineers.
- Work closely with Level 1 engineers to provide guidance and mentoring.
- Escalate unresolved issues to Level 3 or specialist teams with detailed documentation.
- Collaborate with project teams during rollouts migrations and upgrades.
- Contribute to the development and maintenance of the internal knowledge base.
- Document troubleshooting steps solutions and standard operating procedures.
- Identify recurring issues and recommend process improvements or automation opportunities.
- Communicate effectively with users to understand issues and provide timely updates.
- Ensure a high level of customer satisfaction through professional and empathetic support.
- Participate in client meetings or reviews as required.
- Use service management tools such as AutoTask to manage and track tickets.
- Utilize remote support tools and monitoring platforms to diagnose and resolve issues
- Ensure accurate and consistent ticket documentation and time t
- Follow security best practices and assist in implementing compliance measures.
- Support patching antivirus and backup monitoring activities.
- Report and respond to security incidents in line with company protocols.
- Contribution to knowledge base and process improvements
- Quality and completeness of documentation
- SLA Adherence
- Resolution time for escalated tickets
- Customer satisfaction and feedback
Requirements
- 2 years of experience in a service desk or IT support role
- Strong knowledge of Windows OS Microsoft 365 Active Directory and basic networking
- Experience with service desk tools and remote support platforms
- Excellent troubleshooting and analytical skills
- Strong communication and interpersonal abilities
- IT certifications such as Microsoft 365 or ITIL Foundation are advantageous
- Ability to work independently and collaboratively in a fast-paced environment
Benefits
- HMO Dental and Life Insurance for you and one free dependent from day one (with option to enroll more)
- Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
- Employee Engagement Activities: Year-End Party Family Day Team Building and more
Required Skills:
Setup and Location: Ortigas Pasig City Work Schedule: 8:30 AM - 5:30 PM (AEDT) 6:30 AM-3:30 PM (PH Time) Employment Type: Full-Time Setup and Location: On-site Ready to do work that actually excites you The Level 3 Service Desk Engineer is a senior technical resource responsible for resolving the most complex IT issues supporting infrastructure and cloud environments and mentoring junior team members. This role plays a key part in ensuring high-quality service delivery contributing to project implementation and driving technical excellence across the Service Desk. What Youll Do Advanced Technical Escalation & Resolution Act as the final escalation point for complex incidents and service requests. Troubleshoot and resolve issues across server network cloud and security environments. Perform root cause analysis and implement permanent fixes to recurring problems. Lead critical incident response and recovery efforts. Infrastructure & Systems Support Support and maintain core infrastructure including Windows Server Active Directory Azure and Microsoft 365. Assist with network configuration firewall management and security monitoring. Participate in patch management backup and disaster recovery planning and system upgrades. Project & Implementation Support Collaborate with the Project Delivery Team on infrastructure roll outs migrations and deployments. Provide technical input during project planning and execution. Ensure smooth transition of projects into operational support with proper documentation and training. Mentoring & Knowledge Sharing Provide technical guidance and mentorship to Level 1 and Level 2 engineers. Contribute to the development and maintenance of the internal knowledge base. Promote best practices and continuous learning within the team. Tooling & Automation Leverage service management tools such as AutoTask for ticketing and reporting. Identify opportunities for automation and process improvement. Assist in integrating monitoring and management tools to enhance service delivery. Security & Compliance Enforce security policies and assist in vulnerability management and remediation. Support compliance initiatives and contribute to audit readiness. Participate in the development and testing of incident response procedures. Key Performance Indicators (KPIs) Resolution time for high-priority and complex tickets Quality of root cause analysis and documentation Contribution to project success and post-implementation support Mentorship effectiveness and team development Security incident response and compliance metrics Requirements What You Bring Were looking for someone who: 4 years of experience in IT support or infrastructure roles Strong expertise in Windows Server Active Directory Microsoft 365 Azure and networking Experience with virtualization (e.g. Hyper-V VMware) firewalls and backup solutions Excellent troubleshooting analytical and documentation skills Strong communication and leadership abilities Relevant certifications such as Microsoft Certified: Azure Administrator or ITIL Foundation are highly desirable Ability to work independently and lead technical initiatives Benefits Why Youll Love Working Here HMO Dental and Life Insurance for you and one free dependent from day one (with option to enroll more) Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary) Employee Engagement Activities: Year-End Party Family Day Team Building and more Lets Talk If youre thinking this sounds like meit probably is. Click apply. We cant wait to meet you.
