L2 Systems Engineer (AU Tech, Hybrid)

ConnectOS; Mandaluyong; Hybrid; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Medical Insurance

Paid Vacation and Sick Leave

Annual Salary Review

Job summary

ConnectOS in Metro Manila is seeking a skilled IT Helpdesk professional to field end user calls, emails, and tickets, ensuring accurate logging and timely resolution in a hybrid work setup.

You will prioritize incidents, coordinate with stakeholders for Priority 1 & 2 tickets, and install/repair hardware and software while following established Service Desk procedures. Mentorship and teamwork are emphasized in this role.

Qualifications

• Experience with end-user compute and terminal services.
• Experience logging incidents and service requests in ITSM tools.
• Ability to work under high pressure and manage busy queues.
• Familiarity with Microsoft products and O365 is a plus.

Responsibilities

• Field incoming end user calls, emails and tickets.
• Log all Incidents and Service Requests accurately in the ITSM tool.
• Prioritize and schedule resolution of tickets and escalations as needed.
• Ensure SLA and customer expectations are met; update internal and external stakeholders for Priority 1 & 2 tickets.
• Install and configure computer hardware, software, systems, printers and scanners.
• Diagnose and resolve software and hardware faults, repairing equipment and replacing parts as needed.
• Adhere to Service Desk Procedures as part of employment.
• Support and contribute to team and company culture.
• Mentor junior staff members and be actively involved in their development.
• Escalation point for team members and clients

Skills

Communication skills

Customer service

Attention to detail

Record keeping

Independence

Mentor juniors

Professional interaction

Tools

ConnectWise

Kaseya

Job description

Working arrangement: Hybrid

Working Hours: 7:00 AM to 4:00 PM (PHT)

Skills Required

• 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

What will you do?

• 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 escalat as needed
• Ensure customer Service Level Agreements (SLA) and customer expectations are metEnsure 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

Nice to have:

• Experience using Kaseya or other RMM tools
• Demonstrate understanding of ITIL processes
• Experience supporting Microsoft products e.g. Windows7, Windows10 and O365
• Experience supporting English speaking countries

Join the awesome team and enjoy these benefits & perks:

• Hybrid (3x onsite and 2x WFH per week)
• 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.

Get the amazing chance to work for our client --- Australia's top supplier of office products for small and medium-sized businesses, students, and households, with a nationwide presence and over 3 billion dollars in revenue.

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 processed.