L2.5 IT Engineer (AU MSP, Flexi)

ConnectOS; Mandaluyong; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Medical, dental, and life insurance

Paid vacation and sick leave

13th month pay

Wellness facilities

Regular company events

Job summary

ConnectOS is seeking a hands-on IT Service Desk specialist to focus on escalations and proactive ticket resolution, while providing onsite support at client locations in Metro Manila. You will contribute to knowledge transfer and help develop junior staff, ensuring high-quality service delivery across the customer base.

The role requires coordinating with teams, documenting work in Autotask, and participating in project initiatives such as network and server upgrades, with a strong emphasis on

Qualifications

• Hands-on, Level 2.5 technical role focused on service desk ticket resolution and escalations.
• Own escalated tickets through to resolution with clear communication and documentation.
• Provide onsite technical support when remote resolution is not practical.

Responsibilities

• Take escalations from team members and see them through to completion.
• Assist with brainstorming difficult tasks.
• Train junior staff in areas they escalate.
• Control and manage IT FMS implementations and projects.
• Install and maintain workstations, networks, servers, and 365 apps.

Skills

Escalations handling

Onsite support

Network troubleshooting

Tools

Autotask

Job description

Schedule: Monday - Friday (07:00 AM - 04:00 PM PHT) (Flexi)

What are we looking for?

Skills Required:

• This is a hands‑on Level 2.5 technical role focused primarily on Service Desk ticket resolution and escalations, which are expected to account for approximately 85% of the role.
• Own escalated and complex tickets through to resolution, providing clear communication, accurate documentation and a consistently high standard of client service.
• Provide onsite technical support and attend client locations where remote resolution is not appropriate or practical.
• Support the development of Service Desk Engineers by sharing knowledge, coaching through technical issues and helping them build confidence and capability.
• Install, maintain, troubleshoot and support workstations, networks, servers, Microsoft 365 and other solutions used across the HBT client base.
• Develop and maintain strong professional relationships with colleagues, clients, business partners and other HBT contacts while positively representing HBT.

What will you do?

Escalations

• Take escalations from other team members and see them through to completion.
• Assist team with brainstorming difficult tasks.
• Train junior staff in areas that they ESCALATE.

Project Management

• Control and manage all HBT systems and processes to effectively and efficiently manage projects.
• Manage IT FMS implementations.
• Manage IT ad hoc projects, such as network and server upgrades.
• Assist with and / or manage Data and Communications projects where required.
• Assist with project management across the wider business when required.

Workstation, Networking, Server, and Software

• Install and maintain workstations.
• Diagnose and repair workstation faults.
• Install and maintain networks (Internet & LAN).
• Diagnose and repair network infrastructure.
• Install and maintain servers.
• Diagnose and repair server infrastructure.
• Software implementation and maintenance.

Job Management

• Document all work completed in Autotask.
• Complete jobs for both chargeable and non-chargeable jobs.
• Process completed jobs ready for billing.

Job Management

• Complete network and site documentation for new sites. Regularly check and update current site documentation.

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.