Level 2 & 3 Helpdesk & Systems IT Engineer

Express Global-Tech Services Ltd. Incorporated; Central Visayas; On-site; PHP 446,000 - 781,000; Full time

Job summary

Express Global-Tech Services Ltd. Incorporated is hiring a seasoned IT Service Desk Engineer to join our Cebu team. This is a full-time, on-site role based in IT Park Cebu, requiring 5+ years of Level 2/3 experience with Windows Server, Active Directory, and virtualization.

You will handle escalations, remote troubleshooting, network support, and ticketing while collaborating with colleagues and maintaining professional communication in English.

Qualifications

• 5+ years in service desk engineering providing customer support
• Advanced Windows Server hardware/OS/application server troubleshooting
• Advanced Windows Active Directory troubleshooting
• Experience with virtualization technologies (ESXi/Hyper-V/Xen)
• Experience with troubleshooting networks/firewalls/switches
• Experience with Windows 10 and Mac OS troubleshooting
• Experience with Outlook and Microsoft Office
• Proficient English communication, customer-oriented
• BSc/BA in IT or CS

Responsibilities

• Serve as escalation point for advanced customers via phone or email
• Gather accurate information from customers and input into ticketing system
• Perform advanced remote troubleshooting using remote control tools
• Determine best solution based on issue details and customer input
• Walk customers through problem-solving steps
• Perform advanced Windows Server administration and troubleshooting
• Perform advanced network administration and troubleshooting
• Document events and resolutions in the ticketing system
• Follow-up and update customer status and information
• Collaborate with team to provide excellent service
• Provide knowledge transfer and training to peers on IT technologies

Skills

Windows server troubleshooting

Active Directory troubleshooting

Networking troubleshooting

English communication

Customer service

Remote support

Education

BSc/BA in IT or CS

Tools

ESXi/Hyper-V/Xen

AnyDesk/TeamViewer/LogMeIn

Office 365 / Azure / AWS

Job description

Job Responsibilities:

• This is NOT a work from home job. This is NOT a hybrid set up. You will be required to report to the office full time. Full Time Office based job in IT Park Cebu.

• Working hours - shifting schedule including holidays and weekends.

• Serve as an escalation point of contact for advance customers seeking technical assistance over the phone or email

• Gather accurate information from customers and input to a ticketing system

• Perform advanced remote troubleshooting using remote control tools

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Perform advanced Windows Server Administration and Troubleshooting

• Perform advanced Network Administration and Troubleshooting

• Record events and problems and their resolution in the ticketing system

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on standard operating procedures

• Work in collaboration with team members to provide excellent service

• Perform knowledge transfer and training to peers and colleagues on IT technologies

Job Qualifications:

• This is NOT a work from home job. This is NOT a hybrid set up. You will be required to report to the office full time. Full Time Office based job in IT Park Cebu.

• This is not a level entry job. This is not a Level 1 support experience or background. This is not an intern job or OJT experience. We need a Level 2 or Level 3 work experience already.

• Proven experience as a service desk engineer making inbound/outbound calls to provide customer support solid for at least 5 years minimum

• Proven experience in Windows Server Hardware / OS / Application Server troubleshooting

• Proven experience in advanced Windows Active Directory troubleshooting

• Proven experience in virtualization technologies ESXi, Hyper-V or Xen Servers

• Proven experience with troubleshooting network firewalls/switches

• Experienced with troubleshooting Windows 10 OS and/or Mac OS

• Experienced with troubleshooting with Outlook and Microsoft Office applications

• Experienced with remote control tools as AnyDesk, Teamviewer, LogMeIn and others

• Experienced in using Anti-Virus / Endpoint Protection software

• Experienced in Azure, AWS, Office 365 and Google Suite a plus

• Ability to diagnose and resolve advanced technical issues

• Proficiency in English with proven communication skills

• Customer-oriented and cool-tempered

• BSc/BA in IT, Computer Science, or relevant field