Senior Service Desk Engineer

Talent Map Global BPO Inc.; Philippines; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Night Shift Differential

SSS, PhilHealth, Pag-IBIG, 13th-month

HMO coverage

Vacation and sick leave

Job summary

Talent Map Global BPO, Inc. is seeking a Service Desk Administrator II in the Philippines to provide advanced Tier II IT support across desktop, laptop, and mobile devices while mentoring Tier I staff.

The role emphasizes resolving escalated issues, maintaining service levels, and contributing to knowledge base improvements. Qualifications include a 3–5 year track record in IT Service Desk, strong Windows and Microsoft 365 knowledge, AD/Azure AD experience, and familiarity with ITSM platforms.

Qualifications

• Degree in Information Technology or related field (or equivalent work experience).
• 3–5 years in IT Service Desk, Help Desk, or technical support.
• Experience providing Tier II support and resolving escalated IT issues.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Experience with Active Directory/Azure AD, user accounts, access provisioning, group memberships, password management.
• Familiarity with ITSM/ticketing platforms (ServiceNow, Jira Service Management, Zendesk, etc.).
• Basic networking concepts: DNS, DHCP, TCP/IP, VPN.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written English communication skills.

Responsibilities

• Provide Tier II technical support for end users and resolve escalated issues across desktops, laptops, and devices.
• Troubleshoot complex hardware, software, and connectivity across Windows/macOS environments.
• Manage service requests and incidents within SLAs using ITSM tool.
• Mentor Tier I staff and provide guidance and technical assistance.
• Manage user accounts including onboarding/offboarding, password resets, and AD/Azure AD provisioning.
• Support Microsoft 365, email, VPNs, and collaboration tools.
• Assist with imaging, deployments, upgrades, and patching.
• Create and improve knowledge base articles and SOPs.
• Identify recurring issues and propose improvements to service desk efficiency.
• Collaborate with infrastructure, security, and application teams to resolve cross-functional issues.

Skills

IT service desk

Tier II support

Windows

Microsoft 365

Active Directory

Azure AD

ITSM tools

Networking basics

English communication

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 in the Philippines to provide advanced Tier II IT support across desktop, laptop, and mobile devices while mentoring Tier I staff.

The role emphasizes resolving escalated issues, maintaining service levels, and contributing to knowledge base improvements. Qualifications include a 3–5 year track record in IT Service Desk, strong Windows and Microsoft 365 knowledge, AD/Azure AD experience, and familiarity with ITSM platforms.