Hybrid L2 Systems Engineer - ITSM & End-User Expert

ConnectOS; Metro Manila; Hybrid; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Hybrid work

Medical coverage

Dental coverage

Life insurance

Vacation and Sick Leave

Annual appraisal

13th Month Pay

Office Wellness facilities

Career growth opportunities

Job summary

ConnectOS is seeking a Customer Support IT Help Desk Analyst to join our team in Metro Manila. You will field end user calls, emails and tickets and log incidents in the ITSM tool, upholding SLA commitments.

You will work in a busy environment, provide clear technical guidance, and help maintain records, while mentoring junior staff and contributing to a positive company culture. Hybrid onsite/remote work is available.

Qualifications

• Experience using ConnectWise or other ITSM tools.
• Ability to deal with busy, high-pressure situations.
• Excellent communication skills and attention to detail.
• High level of customer service and ability to comply with Service Management processes.
• Good knowledge of End User Compute & Terminal Services.
• Experience managing desktop user profiles, Outlook and network printers.
• Demonstrate a professional behavior when interacting with suppliers, staff and customers.
• Ability to maintain detailed and accurate records.
• Ability to work independently with minimal supervision.

Responsibilities

• Field incoming end user calls, emails and tickets
• Log all Incidents and Service Requests accurately in the ITSM tool
• Prioritise and schedule resolution of tickets and
• Ensure customer Service Level Agreements (SLA) and customer expectations are met
• Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
• Installing and configuring computer hardware, software, systems, printers and scanners
• Investigating, diagnosing and resolving computer software and hardware faults including repairing equipment and replacing parts where applicable
• Adhere to the Service Desk Procedures outlined as part of this employment
• Support and contribute the team and company culture
• Mentor junior staff members and be actively involved in their development
• Escalation point for team members and clients

Skills

ConnectWise

ITSM tools

High-pressure situations

Communication skills

Customer service

End User Compute

Terminal Services

Outlook

Printers

Record-keeping

Independent work

Tools

Kaseya

RMM tools

Job description

ConnectOS is seeking a Customer Support IT Help Desk Analyst to join our team in Metro Manila. You will field end user calls, emails and tickets and log incidents in the ITSM tool, upholding SLA commitments.

You will work in a busy environment, provide clear technical guidance, and help maintain records, while mentoring junior staff and contributing to a positive company culture. Hybrid onsite/remote work is available.