Senior IT Service Desk Engineer (Tier II)

Talent Map Global BPO Inc.; Angeles; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Night Shift Differential

SSS/PhilHealth/Pag-IBIG

13th-month pay

HMO

Paid Leave

Job summary

Talent Map Global BPO, Inc. is seeking a Service Desk Administrator II to deliver advanced IT support across desktops, laptops, mobile devices, and networks for end users in a fast-paced environment.

You will resolve escalated issues, manage user accounts through AD/AAD, support Microsoft 365 and VPNs, and contribute to knowledge base and SOP improvements, while mentoring Tier I staff and participating in on-call rotations.

Qualifications

• Associate's or Bachelor's degree in Information Technology or related field
• 3–5 years in IT Service Desk or similar role
• Experience providing Tier II support and resolving escalated IT issues
• Strong knowledge of Windows and Microsoft 365
• Experience with Active Directory / Azure AD and access provisioning
• Experience troubleshooting desktops, laptops, mobile devices, applications, and connectivity
• Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira Service Management, Zendesk
• Strong analytical and problem-solving skills
• Excellent verbal and written English communication
• Strong customer-service orientation

Responsibilities

• Provide Tier II technical support for end users, resolving escalated issues related to desktops, laptops, mobile devices, operating systems, applications, and peripherals
• Diagnose and troubleshoot complex hardware, software, and connectivity issues across Windows and/or macOS environments
• Manage and resolve service requests and incidents within defined SLAs using the ITSM ticketing system
• Serve as an escalation point for Tier I Service Desk staff and provide guidance, coaching, and technical assistance
• Perform user account management including onboarding/offboarding, password resets, group memberships, and access provisioning (e.g., Active Directory, Azure AD)
• Support common enterprise applications such as Microsoft 365, email systems, VPNs, and collaboration tools
• Assist with device imaging, deployments, upgrades, and patching
• Create, maintain, and improve knowledge base articles, SOPs, and technical documentation
• Identify recurring issues and recommend solutions to improve service desk efficiency and user experience
• Participate in after-hours or on-call support rotations as required

Skills

Tier II support

Windows & MS 365

Active Directory/Azure AD

IT troubleshooting

English communication

Customer service

Education

Associate's or Bachelor's in IT

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

Talent Map Global BPO, Inc. is seeking a Service Desk Administrator II to deliver advanced IT support across desktops, laptops, mobile devices, and networks for end users in a fast-paced environment.

You will resolve escalated issues, manage user accounts through AD/AAD, support Microsoft 365 and VPNs, and contribute to knowledge base and SOP improvements, while mentoring Tier I staff and participating in on-call rotations.