L1/L2 Service Desk Support

Visa Hunt; Philippines; On-site; PHP 2,633,000 - 4,013,000; Full time

Benefits offered by this job

HMO Day 1 + FREE dependent coverage

Allowances

Attendance bonus

Laptop provided (company setup)

Career growth and global exposure

Collaborative team culture

Job summary

STAFFVIRTUAL is seeking a L1/L2 Service Desk Support (Remote) to join our team in supporting MSP clients from Denver. The role requires troubleshooting Windows, macOS, and server OS remotely, plus service desk ticketing and user onboarding in Office 365, AD, and cloud apps.

The candidate should have 2+ years in IT, solid networking basics, and strong communication to assist non-technical users. This remote position offers MST schedule and a collaborative, global team environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred but not required)
• At least 2-3 years of experience in the IT industry and a strong foundation in network configuration and end-user troubleshooting.
• Experience working in an MSP environment is a plus!
• Proficiency in troubleshooting and supporting Windows desktop, macOS, server operating systems and basic networking issues remotely.
• Knowledge of Active Directory, Office 365, and cloud-based applications.
• Strong knowledge of computer systems, networks, and software applications
• Strong verbal and written communication skills to assist non-technical users effectively.
• Excellent problem-solving and analytical skills.
• Ability to work independently and efficiently in a remote work environment.
• Strong customer service mindset with a focus on user satisfaction.

Responsibilities

• Answer and manage support calls with strong professionalism and customer service focus.
• Triage and address support requests via phone and ticket queues promptly.
• Monitor and resolve dashboard notifications related to backups, patch installations, antivirus detections, and other alerts.
• Provide daily troubleshooting and support for Windows desktop and server operating systems.
• Install and configure Microsoft Office 365 products, including user setup, password changes, and Outlook, Word, Excel, Teams, and OneDrive updates.
• Manage user setup, group memberships, and password changes in Active Directory.
• Support typical user programs like PDF Readers and browsers (Edge, Chrome, Firefox).
• Conduct scheduled maintenance, computer cleanup, and system optimization for workstations and servers.
• Create, update, and maintain technical documentation in clear and comprehensive English.
• Utilize call scripts consistently while handling incoming calls and route non-technical inquiries appropriately.

Skills

Customer service mindset

End-user troubleshooting

Windows troubleshooting

macOS troubleshooting

Basic networking

Active Directory

Office 365

Clear communication

Remote work independence

Education

Bachelor's degree in CS/IT

Tools

Ticketing system

Monitoring dashboards

Backup monitoring

Windows Server

Job description

Job Title: L1/L2 Service Desk Support (Remote)

About the Client:

Is a Managed IT Service Provider (MSP) in the Denver Metro area. They specialize in providing customers with end-to-end Information Technology (IT) services and support, including servers, networking, workstations, end-user support, remote monitoring and management, cloud backup and disaster recovery, network threat and mitigation strategies, and procurement services. Has been serving existing clients since 2002 with clients range from small and medium-size businesses across multiple industries and services.

Overview:

We seek a dedicated Service Desk Associate Tier 1/2 to join our team. The ideal candidate will have at least 2 years of experience in the IT industry and a strong foundation in network configuration and end-user troubleshooting. You will be responsible for ensuring top-notch customer service while resolving technical issues, providing support, and working collaboratively with our team and clients.

Responsibilities:

• Answer and manage support calls with strong professionalism and customer service focus.
• Triage and address support requests via phone and ticket queues promptly.
• Monitor and resolve dashboard notifications related to backups, patch installations, antivirus detections, and other alerts.
• Provide daily troubleshooting and support for Windows desktop and server operating systems.
• Install and configure Microsoft Office 365 products, including user setup, password changes, and Outlook, Word, Excel, Teams, and OneDrive updates.
• Manage user setup, group memberships, and password changes in Active Directory.
• Support typical user programs like PDF Readers and browsers (Edge, Chrome, Firefox).
• Conduct scheduled maintenance, computer cleanup, and system optimization for workstations and servers.
• Create, update, and maintain technical documentation in clear and comprehensive English.
• Utilize call scripts consistently while handling incoming calls and route non-technical inquiries appropriately.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred but not required)
• At least 2-3 years of experience in the IT industry and a strong foundation in network configuration and end-user troubleshooting.
• Experience working in an MSP environment is a plus!
• Proficiency in troubleshooting and supporting Windows desktop, macOS, server operating systems and basic networking issues remotely.
• Knowledge of Active Directory, Office 365, and cloud-based applications.
• Strong knowledge of computer systems, networks, and software applications
• Strong verbal and written communication skills to assist non-technical users effectively.
• Excellent problem-solving and analytical skills.
• Ability to work independently and efficiently in a remote work environment.
• Strong customer service mindset with a focus on user satisfaction.

Schedule: M-F, 8AM - 5PM MST

Set-up: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package

  • HMO Day 1 + FREE dependent coverage

  • Allowances

  • Attendance bonus

• Company-provided work setup (laptop, monitor, accessories)

• Training, career growth, and global exposure

• A collaborative and supportive team culture