L3 Service Desk (PH)

Moksh Tech; Philippines; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Healthcare stipend

Career growth opportunities

Job summary

Responsibilities include incident resolution, documentation, and knowledge base maintenance while ensuring high-quality, customer-focused service delivery.

Qualifications

• Minimum experience in L2/L3 Help Desk or Desktop Support.
• Hands-on experience with Intune/MDM.
• Experience with Microsoft 365 administration and Azure AD.
• Experience with Azure Virtual Desktop (AVD).

Responsibilities

• Provide Level 2 and Level 3 technical support to end users via ticketing systems, remote tools, and phone/email.
• Manage and resolve incidents and service requests using Ticketing, RMM, and MSP tools.
• Administer Microsoft Intune (MDM) for device enrollment, compliance policies, application deployment, and endpoint security.
• Support and manage Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint.
• Handle Azure Active Directory / Entra ID user management, role assignments, and access controls.
• Configure and troubleshoot Group Policy Objects (GPOs).
• Provide support for Azure Virtual Desktop (AVD) environments.
• Perform basic network troubleshooting (DNS, DHCP, VPN, connectivity issues).
• Diagnose and resolve printer-related issues (network & local printers).
• Deliver high-quality end-user support with clear communication and timely resolution.
• Escalate complex issues when required and collaborate with L3/Infrastructure teams.
• Maintain documentation, SOPs, and knowledge base articles.

Skills

Intune / MDM

Azure AD / Entra ID

Group Policy

Azure Virtual Desktop

Microsoft 365 administration

Network troubleshooting basics

Printer issues troubleshooting

Communication skills

Customer-centric problem solving

Tools

Ticketing systems

RMM

MSP tools

PowerShell basics

Job description

Job Title: L3 Service Desk

Job Description

Key Responsibilities:

• Provide Level 2 and Level 3 technical support to end users via ticketing systems, remote tools, and phone/email
• Manage and resolve incidents and service requests using Ticketing, RMM, and MSP tools
• Administer Microsoft Intune (MDM) for device enrollment, compliance policies, application deployment, and endpoint security
• Support and manage Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint
• Handle Azure Active Directory / Entra ID user management, role assignments, and access controls
• Configure and troubleshoot Group Policy Objects (GPOs)
• Provide support for Azure Virtual Desktop (AVD) environments
• Perform basic network troubleshooting (DNS, DHCP, VPN, connectivity issues)
• Diagnose and resolve printer-related issues (network & local printers)
• Deliver high-quality end-user support with clear communication and timely resolution
• Escalate complex issues when required and collaborate with L3/Infrastructure teams
• Maintain documentation, SOPs, and knowledge base articles

Required Skills & Qualifications

• Proven experience in L2/L3 Help Desk or Desktop Support roles
• Strong hands-on experience with Intune / MDM
• Experience working with Ticketing systems, RMM, and MSP tools
• Good knowledge of Microsoft 365 administration
• Hands-on experience with Azure AD / Entra ID
• Working knowledge of Group Policy management
• Experience supporting Azure Virtual Desktop (AVD)
• Basic understanding of network troubleshooting concepts
• Strong troubleshooting skills for end-user and printer issues
• Excellent verbal and written communication skills
• Customer-centric approach with strong problem-solving abilities