L2 Helpdesk Engineer

ScalableOS; Philippines; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

ScalableOS in the Philippines is seeking a Service Desk Engineer II to join a team delivering level 2 end-user support across workstations, servers, printers, networks, and vendor hardware/software. The role is Hybrid, requiring on-site at times and remote support, with emphasis on documenting incidents in ConnectWise Manage, meeting SLA targets, and communicating clearly with clients.

Candidates should have 5+ years in IT support, a bachelor's degree preferred, strong troubleshooting, and

Qualifications

• 5+ years of experience in IT support or service desk.
• Bachelor’s degree in computer science or related field preferred.
• Strong communication and documentation skills.

Responsibilities

• Provide remote support and on-site assistance as needed.
• Log, document, and track incidents in ConnectWise Manage.
• Meet SLA targets and ensure customer satisfaction.
• Maintain accurate time entries and billing information.
• Interact with third-party vendors and internal teams to resolve issues.
• Handle shifts and overtime to ensure Service Desk coverage.

Skills

Customer service

Communication

Time management

Stress management

Documentation

Education

Bachelor’s degree in Computer Science or related field

Tools

ConnectWise Manage

Remote Desktop Services

Active Directory

Group Policy

Windows OS

TCP/IP

Job description

Job Description:

SUMMARY

The Service Desk Engineer II is partof a team of engineers who are responsible for establishing good rapports withclients and delivering reactive level 2 end user support and setting clientexpectations per Service Level Agreements.

The Service Desk Engineer II - Hybrid - isresponsible for handling support of service requests in a professional andtimely manner at client locations. This relates to all technology, to includeworkstations, servers, printers, networks, and vendor specific hardware andsoftware.

JOB RESPONSIBILITIES

TechnicalResponsibilities:

• Provide remotesupport. Higher-level remote support may be needed with assistance from Engineers from our office.
• Log, document, and track incidents through ConnectWise Manage.
• Track and record timeworked throughout the day within ConnectWise Manage accounting for at least 8hours daily.
• Monitor and hit weeklykey performance indicators (KPIs).
• Provide detailed explanations to end users after completion of work and ensure they aresatisfied.
• Provide phone and remote support from either our office or home office (with approval).
• Aid ProfessionalServices team as assigned.
• Ability to pay closeattention to detail while performing technically detailed tasks.
• Ability to deal effectively with stressful situations.
• Audit documentation& tool sets as outlined by Service Desk Lead.
• Take ownership oftickets, seeing them through to closure, escalating tickets and issues wherenecessary to level 2 or 3 Professional Services Engineers utilizing establishedescalation procedures.
• Diagnose and resolve awide range of technical issues remotely over the phone.
• Prompt response timeaccording to our SLA (Service Level Agreements) for all phone and servicerequest tickets.
• Interact with thirdparty vendors, ISP, Cloud Services to move issues towards completion.
• Occasionally assistwith level 1 related items depending on Engineering availability.
• Other duties asassigned based on level 2 competency.

Non-TechnicalResponsibilities:

• Consistently provideexceptional customer service in alignment with the companys values focused oncommunication and demonstrated through intentional action.
• Communicatingproblems, updating tickets, shift hand-off and follow-up activities with theEngineering Manager or Service Desk Lead.
• Must be able to workindependently on issues and assignments and report daily progress to theService Desk Lead and Dispatch.
• Collaborate and shareinformation and ideas with other members of the Service Desk.
• Accurately translateclient requests/issues to technical standards.
• Coordinate scheduling,service calls, and assignments with Dispatcher and Engineering Manager orService Desk Lead.
• Diplomatically managecustomers expectations and remain composed under pressure.
• MUST effectivelycommunicate technical ideas and instructions to non-technical end users withoutsounding pretentious, while maintaining a positive perspective.
• Identify trends andrecurring issues in reactive service and report them to Engineering Manager orService Desk Lead.
• Monthly meetings withthe Engineering Manager or Service Desk Lead to check goals and expectations.
• Complete End of DayReports and submit them to the Engineering Manager or Service Desk Lead.
• Communicate SLAinformation to clients when requested.
• Maintain and submit upto date Time Entries and Expenses for billing purposes.
• Participation withinthe after-hours emergency standby rotation, starting after a 90-dayprobationary period.

Targeted TimeAllocation:

• Twenty percent (20%)of this position’s time is to be allocated to non-billable internal tasks,tickets, and administrative tasks.
• Including, but notlimited to: Time entry, expense reports, training, meetings, documentation,etc.
• Eighty percent (80%)of this position’s time is to be allocated to billable tasks.
• Including, but notlimited to: Returning calls, resolving service tickets, and responding toelectronic inquiries.

QUALIFICATIONS

• Minimum of 5 years’experience within relevant IT field.
• Preferred but notrequired: Bachelor’s degree in computer science, information sciences, or arelated field.
• Knowledge of MicrosoftOffice applications, as well as all recent Windows operating systems.
• Base understanding ofActive Directory, Group Policy, and advanced network concepts.
• Ability to compile,organize, and analyze complex data.
• Excellent oral andwritten communication skills.
• Excellentorganizational and analytical skills; able to work on multiple tasks whilemeeting deadlines.
• Meticulous; can followand implement company procedures and policies.
• Steady while underpressure; must manage stress with grace.
• Must be willing tosubmit to a background check at time of application.

Knowledge, Skills,and Abilities

• Experience requiredwith Windows desktop operating systems. Mac OS is not required but recommended.
• Understanding ofTCP/IP and troubleshooting Internet connectivity.
• Experience with RemoteDesktop Services.
• Understanding of therelationship between switches, patch panels and connecting nodes to a network.
• Working knowledge ofwireless technologies.
• Understanding ofprinters and how to troubleshoot various issues related to printing.
• Understanding of otherhardware/devices and how to troubleshoot various issues related to hardware.
• Familiarity/past useof ConnectWise Manage PSA is preferred.
• Ability to workvarious shifts and occasional overtime to ensure Service Desk coverage.

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
• Should be amenable toa permanent night shift schedule.