REMOTE OPPORTUNITY: IT Service Desk (L2 IT Support) with MSP EXPERIENCE!

Lewis Personnel Management; Metro Manila; Remote; PHP 600,000 - 720,000; Full time

Job summary

Lewis Personnel Management is seeking a remote IT Support Specialist to act as a key 2nd line support resource for a global client base. You will handle incidents via the Service Desk, document processes, and collaborate with 1st, 2nd, and 3rd line teams to maintain SLA adherence.

The role emphasizes MSP experience, strong Microsoft tech knowledge, and proactive problem solving while working in an international time zone setup.

Qualifications

• 5+ years in a customer-facing IT support role with a strong focus on Service Desk.
• 2+ years in a customer-facing IT support role.
• Deep knowledge of the Microsoft stack (Windows Server, Exchange, System Center, Active Directory, Office 365).
• Strong networking knowledge (TCP/IP, DNS, DHCP).
• Familiar with ITIL processes and able to create and maintain operational documentation.
• Experience with an IT managed services provider (MSP) is preferred.
• Able to spot trends and patterns in recurring tickets.
• Documentation skills for internal and external use.
• Has Microsoft Certifications and ITIL 4 Foundation certification.
• Takes ownership and accountability.

Responsibilities

• Provide 2nd line technical, clear and professional support to all staff by phone or email.
• Maintain a high level of customer service for all support queries and adhere to service management principles and SLA.
• Escalate to external technical support when problems cannot be resolved in house.
• Maintain a log of software or hardware problems detected.
• Take ownership of user problems and be proactive in resolving issues.
• Support users in operating computer equipment as needed.
• Assist 1st line engineers when escalation is required and train them to progress their skills.
• Allocate complex service issues to 3rd line IT Infrastructure Engineers.
• Act as the customer service point of contact between the 3rd line and the client.
• Respond to inquiries and help resolve hardware or software problems.
• Assist in onboarding clients and light projects.

Skills

Customer-facing IT support

Microsoft stack administration

Networking

ITIL knowledge

MSP experience

Documentation skills

Microsoft Certifications

ITIL 4 Foundation

Tools

Office 365

Windows Server

Job description

Work Schedule: EMEA Timezone (8:30 PM to 5:30 AM)

Type: Full-time

Work Arrangement: Remote

Primary Role Responsibilities

• Technical ability to resolve incidents/requests through the Service Desk Ticketing portal

• Technical ability to support 1st Line Engineers

• Technical ability to assist 2nd Line Engineers and Infrastructure

• Document handling skills in writing procedures and work instructions

• Assisting in Problem Management Incident Management

• Technical ability to investigate the root cause and provide solutions and recommendations

• Proactive mindset

Overview of Tasks and Responsibilities:

• Provide any supporting reports to stakeholders as and when required;

• Provide 2nd line technical, clear and professional support to all staff in the first instance by phone or email;

• To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA;

• To arrange for external technical support where problems cannot be resolved in house;

• Maintain a log of any software or hardware problems detected;

• To take ownership of user problems and be proactive when dealing with user issues;

• Support users in the use of computer equipment as and when needed;

• Be able to support 1st line engineers when they need to esc****late** a request or incident;

• Provide training and assistance for the 1st line team to progress their skill sets.

• To allocate more complex service issues to the 3rd line IT Infrastructure Engineers.

• To act at the customer service point of contact between the 3rd line and the client.

• Respond to enquiries from clients and help them resolve any hardware or software problems;

• To assist in the completion of light projects such as the onboarding of clients.

Skills & Experience

• Must have worked in a customer-facing IT support role for 5+ years with a high focus on the Service Desk side.

• Must have worked in a customer-facing IT support role for 2+ years

• Deep working knowledge and experience of the Microsoft stack of technology at administrator level, including Windows Server, Exchange, System Center, Active Directory, and Office 365

• Highly technical around networking (TCP/IP, DNS, DHCP, etc.), voice, and data communications

• Aware of the ITIL process and able to create and maintain operational support documentation;

• Previous or current experience working for an IT managed services provider (MSP);

• Able to spot trends and patterns on tickets if they are recurring

• Documentation skills (documenting internally and externally)

• Has Microsoft Certificates (REQUIRED) as well as ITIL® 4 Foundation certification (ADVANTAGE)

• Takes ownership