Hybrid AV Service Desk Engineer (L1/L2)

ConnectOS; Mandaluyong; Hybrid; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Medical, Dental Coverage and Life

Paid Vacation and Sick Leave

Competitive salary package

Financial Assistance Program

13th Month Pay

Office amenities

Company events

Career growth opportunities

Central location in Metro Manila

Job summary

ConnectOS is seeking a proactive IT service desk professional in Metro Manila for hybrid work (3 days onsite). You will handle ServiceNow incidents, perform L1/L2 support via tickets, phone, and video calls, and use remote tools like Poly Lens and Crestron XiO.

You will monitor systems, patch and update software, coordinate onsite resources, and perform quarterly preventative maintenance while documenting changes in ServiceNow and CMDB to ensure a smooth customer experience.

Responsibilities

• Use ServiceNow to manage auto generated and manually logged incidents (assign priorities, triage, troubleshoot, escalate, update clients etc)
• Provide remote level 1 and 2 support via tickets, phone and video conference call, and via remote management applications include Poly Lens, Crestron XiO, Q-SYS Reflect, Neat Pulse etc.
• Proactive monitoring and maintenance of installed systems including patching and updates
• Schedule local onsite resources and work with those resources to resolve issues and incidents
• Schedule onsite quarterly preventative maintenance
• Record all adds and changes in ServiceNow and CMDB
• Provide a great experience to our customers

Job description

ConnectOS is seeking a proactive IT service desk professional in Metro Manila for hybrid work (3 days onsite). You will handle ServiceNow incidents, perform L1/L2 support via tickets, phone, and video calls, and use remote tools like Poly Lens and Crestron XiO.

You will monitor systems, patch and update software, coordinate onsite resources, and perform quarterly preventative maintenance while documenting changes in ServiceNow and CMDB to ensure a smooth customer experience.