L2 Helpdesk Engineer

SCALABLE OS CORP.; Philippines; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Service Desk Engineer II to join our hybrid team delivering responsive Level 2 end-user support across workstations, servers, printers, networks, and vendor hardware/software. You will maintain high standards of client communication and ensure SLA adherence.

You will work both remotely and on-site as required, supporting service requests, logging incidents, and coordinating with engineering and dispatch to drive issues to resolution.

Qualifications

• Minimum of 5 years' experience within relevant IT field.
• Bachelor's degree in computer science, information sciences, or a related field preferred.
• Knowledge of Microsoft Office applications and Windows operating systems.
• Understanding of Active Directory, Group Policy, and advanced network concepts.
• Ability to compile, organize, and analyze complex data.
• Excellent oral and written communication skills.
• Excellent organizational and analytical skills; ability to multi-task and meet deadlines.
• Meticulous; able to follow and implement company procedures and policies.
• Calm under pressure and able to manage stress gracefully.
• Willing to submit to a background check.

Responsibilities

• Provide remote support; escalate to engineers when needed.
• Log, document, and track incidents in ConnectWise Manage.
• Track and record 8 hours daily in ConnectWise Manage for billing.
• Monitor and hit weekly KPIs.
• Explain work details to end users and ensure satisfaction.
• Provide phone and remote support from office or home office with approval.
• Assist Professional Services team as assigned.
• Take ownership of tickets and escalate to higher levels when required.
• Diagnose and resolve issues remotely over the phone.
• Respond promptly per SLA for all tickets.
• Interact with third party vendors and ISPs.
• Occasionally assist with level 1 items when engineering is available.
• Complete End of Day Reports and update management.

Skills

Communication

Time management

Analytical thinking

Stress management

Attention to detail

Multi-tasking

Education

Bachelor's degree in CS or related field

Tools

ConnectWise Manage

Remote Desktop Services

Job description

SUMMARY

The Service Desk Engineer II is part of a team of engineers who are responsible for establishing good rapports with clients and delivering reactive level 2 end user support and setting client expectations per Service Level Agreements. The Service Desk Engineer II - Hybrid - is responsible for handling support of service requests in a professional and timely manner at client locations. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

JOB RESPONSIBILITIES

Technical Responsibilities:

• Provide remote support. 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 time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily.

• Monitor and hit weekly key performance indicators (KPIs).

• Provide detailed explanations to end users after completion of work and ensure they are satisfied.

• Provide phone and remote support from either our office or home office (with approval).

• Aid Professional Services team as assigned.

• Ability to pay close attention to detail while performing technically detailed tasks.

• Ability to deal effectively with stressful situations.

• Audit documentation & toolsets as outlined by Service Desk Lead.

• Take ownership of tickets, seeing them through to closure, escalating tickets and issues where necessary to level 2 or 3 Professional Services Engineers utilizing established escalation procedures.

• Diagnose and resolve a wide range of technical issues remotely over the phone.

• Prompt response time according to our SLA (Service Level Agreements) for all phone and service request tickets.

• Interact with third party vendors, ISP, Cloud Services to move issues towards completion.

• Occasionally assist with level 1 related items depending on Engineering availability.

• Other duties as assigned based on level 2 competency.

Non-Technical Responsibilities:

• Consistently provide exceptional customer service in alignment with the values focused on communication and demonstrated through intentional action.

• Communicating problems, updating tickets, shift hand-off and follow-up activities with the Engineering Manager or Service Desk Lead.

• Must be able to work independently on issues and assignments and report daily progress to the Service Desk Lead and Dispatch.

• Collaborate and share information and ideas with other members of the Service Desk.

• Accurately translate client requests/issues to technical standards.

• Coordinate scheduling, service calls, and assignments with Dispatcher and Engineering Manager or Service Desk Lead.

• Diplomatically manage customer's expectations and remain composed under pressure.

• MUST effectively communicate technical ideas and instructions to non-technical end users without sounding pretentious, while maintaining a positive perspective.

• Identify trends and recurring issues in reactive service and report them to Engineering Manager or Service Desk Lead.

• Monthly meetings with the Engineering Manager or Service Desk Lead to check goals and expectations.

• Complete End of Day Reports and submit them to the Engineering Manager or Service Desk Lead.

• Communicate SLA information to clients when requested.

• Maintain and submit up to date Time Entries and Expenses for billing purposes.

• Participation within the after-hours emergency standby rotation, starting after a 90-day probationary period.

Targeted Time Allocation:

• Twenty percent (20%) of this position's time is to be allocated to non-billable internal tasks, tickets, and administrative tasks.

  • Including, but not limited 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 not limited to: Returning calls, resolving service tickets, and responding to electronic inquiries.

QUALIFICATIONS

• Minimum of 5 years' experience within relevant IT field.

• Preferred but not required: Bachelor's degree in computer science, information sciences, or a related field.

• Knowledge of Microsoft Office applications, as well as all recent Windows operating systems.

• Base understanding of Active Directory, Group Policy, and advanced network concepts.

• Ability to compile, organize, and analyze complex data.

• Excellent oral and written communication skills.

• Excellent organizational and analytical skills; able to work on multiple tasks while meeting deadlines.

• Meticulous; can follow and implement company procedures and policies.

• Steady while under pressure; must manage stress with grace.

• Must be willing to submit to a background check at time of application.

Knowledge, Skills, and Abilities

• Experience required with Windows desktop operating systems. Mac OS is not required but recommended.

• Understanding of TCP/IP and troubleshooting Internet connectivity.

• Experience with Remote Desktop Services.

• Understanding of the relationship between switches, patch panels and connecting nodes to a network.

• Working knowledge of wireless technologies.

• Understanding of printers and how to troubleshoot various issues related to printing.

• Understanding of other hardware/devices and how to troubleshoot various issues related to hardware.

• Familiarity/past use of ConnectWise Manage PSA is preferred.

• Ability to work various shifts and occasional overtime to ensure Service Desk coverage.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to work various shifts and occasional overtime.