Level 2 Service Desk Engineer
Sourcefit
- Philippines
- Permanent
- Full-time
- Work from home
- Shifting Schedule: The schedule may fall anywhere between 7 PM and 10 AM
- *Following US Holidays
- Act as the single point of contact for customers for all types of service requests, keeping them informed of incident progress, impending changes, and agreed outages.
- Establish strong relationships with clients, enhancing customer service perception and satisfaction through clear communication and swift resolution of issues.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Troubleshoot issues related to various systems, including Windows OS, Office Suite, Emails/Exchange, Printers, Network connectivity, Backups and Restores, Citrix, VPNs, File Access and permissions, desktop/laptop issues, Server Monitoring, and VOIP.
- Document all relevant end-user identification information, problem details, and the problem-solving process using the Job Ticket system ConnectWise.
- Prioritize and schedule problems, escalating to the appropriate technician as necessary.
- Utilize diagnostic utilities to aid in troubleshooting and learn about the software and hardware used and supported by the organization.
- Conduct hands-on fixes at the desktop level, including software and hardware installations and configurations, and system application configurations.
- Install and maintain Antivirus Software functionality across systems.
- Test fixes to verify problem resolution and perform post-resolution follow-ups to prevent recurrence.
- Analyze documented resolutions and trends to prevent future problems.
- Develop help sheets and frequently asked question lists for end users.
- Bachelor's degree in IT or equivalent work experience with at least 5 years experience in a Help Desk role, including at least 2 years in a level 2 capacity.
- Experience working with US companies.
- Ability to work in a team, communicate effectively both verbally and in writing, and manage multiple priorities with changing demands.
- Strong problem-solving skills, critical thinking, and attention to detail.
- Flexibility to work different hours.
- Exceptional customer service skills.
- Proficiency with all Windows Operating systems, Apple Mac, Windows Server environments, Azure Platform, Azure Virtual Desktop, Azure Active Directory, Office 365, remote desktop services, and Network Printers and Scanners.
- Proficiency with LAN/WAN/Wireless - Switches, Routers, Access Points, and Firewalls (Experience with Fortinet FortiGate and HP is a plus)
- Experience with desktop and server operating systems, including Windows XP/7/8/10 and Windows Server 2003, 2008 & 2012.
- Proficiency with all Windows Operating systems (Windows 10 and 11) and Apple Mac.
- Experience with a Managed Service Provider (MSP) is a plus.
- Understanding of the organization's goals and objectives and experience working in a team-oriented, collaborative environment.
- Ability to provide technical support over the phone; good phone skills with the ability to articulate complex technical issues clearly and effectively.
- Aptitude for learning and adapting to new technologies quickly.
- Microsoft Certifications and/or any other IT-related certifications are a plus.
- Knowledge of ConnectWise and IT Glue, Backup solutions, MS Intune/Mobile Device Management, Video conferencing and audio/video equipment, and technical documentation is desirable.