L2 Desktop Support

ROLE SUMMARY

The L2 Desktop Support will be the second line of technical support, providing world-class support to our clients. With a passion for genuinely helping and delighting customers of our clients, he will use exceptional technical and customer care to diagnose and solve complex technical issues that enable our clients to operate their businesses and succeed. The success of our client’s service delivery is centered around the remote support team and how well it integrates with the other departments in the organization.

SCHEDULE: 8 AM - 5 PM Pacific Standard Time (12:00 AM – 9:00 AM Philippine Local Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Work on ticket assignments from the service coordinator

·       Provide exceptional remote technical support in a highly responsive manner

·       Handle all escalations from Tier 1 support

·       Provide technical support to customers and partners by phone, email, and the ConnectWise ticketing platform

·       Handle any client escalations appropriately and establish great relationships with all

·       Isolate, remediate, identify root causes, and troubleshoot hardware, software, and networking problems

·       Document and maintain all-time data in ConnectWise with detail on what has been done and the next steps in real time consistently

·       Document any changes to configurations, network diagrams, workflow documents, and other IT-related items meticulously

·       Work on complex issues where analysis of situations or data requires an in-depth evaluation of the problem

·       Publish and document system changes, technical documentation, and knowledge-base articles

·       Work cohesively with other teams and departments in the organization and follow the prescribed protocols and guidelines

·       Participate in any internal technology or standardization meetings actively

·       Research and grow expertise in any of the company’s technical domains

·       Track time, billing, and expenses in the client’s line of business application by observing established protocols

·       Participate in weekly internal check-in meetings

·       Communicate to clients and other staff members timely

·       Facilitate dispatch’s service needs by accommodating ticket assignments, collaborating to address priority tickets, and meeting scheduling needs

QUALIFICATIONS

·       A bachelor’s degree in the related field is preferred

·       Experience with Active Directory, Office 365, VPN, ConnectWise, and file share troubleshooting

·       Previous Managed Service Provided experience preferred

·       Ability to prioritize and manage assigned workload within SLA requirements

·       Ability to conduct multi-vendor troubleshooting as needed

·       Experience in a multi-client environment

·       Ability to take ownership of tasks

·       Strong computer aptitude, which includes expertise with Microsoft 365 applications

·       Strong organization, oral and written communication skills

·       Analytical skills with particular attention to detail

·       Aptitude in data management, analytics, reporting preparation

·       Ability to function in an autonomous environment—independent worker, self-directed