Hybrid L2 Systems Engineer: ITSM & End-User Compute

ConnectOS; Mandaluyong; Hybrid; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Medical Insurance

Paid Vacation and Sick Leave

Annual Salary Review

Job summary

ConnectOS in Metro Manila is seeking a skilled IT Helpdesk professional to field end user calls, emails, and tickets, ensuring accurate logging and timely resolution in a hybrid work setup.

You will prioritize incidents, coordinate with stakeholders for Priority 1 & 2 tickets, and install/repair hardware and software while following established Service Desk procedures. Mentorship and teamwork are emphasized in this role.

Qualifications

• Experience with end-user compute and terminal services.
• Experience logging incidents and service requests in ITSM tools.
• Ability to work under high pressure and manage busy queues.
• Familiarity with Microsoft products and O365 is a plus.

Responsibilities

• Field incoming end user calls, emails and tickets.
• Log all Incidents and Service Requests accurately in the ITSM tool.
• Prioritize and schedule resolution of tickets and escalations as needed.
• Ensure SLA and customer expectations are met; update internal and external stakeholders for Priority 1 & 2 tickets.
• Install and configure computer hardware, software, systems, printers and scanners.
• Diagnose and resolve software and hardware faults, repairing equipment and replacing parts as needed.
• Adhere to Service Desk Procedures as part of employment.
• Support and contribute to team and company culture.
• Mentor junior staff members and be actively involved in their development.
• Escalation point for team members and clients

Skills

Communication skills

Customer service

Attention to detail

Record keeping

Independence

Mentor juniors

Professional interaction

Tools

ConnectWise

Kaseya

Job description

ConnectOS in Metro Manila is seeking a skilled IT Helpdesk professional to field end user calls, emails, and tickets, ensuring accurate logging and timely resolution in a hybrid work setup.

You will prioritize incidents, coordinate with stakeholders for Priority 1 & 2 tickets, and install/repair hardware and software while following established Service Desk procedures. Mentorship and teamwork are emphasized in this role.