Senior Service Desk Lead: 365, Azure & Security Expert

Connext Global Solutions Inc

Central Luzon

Remote

PHP 893,000 - 1,339,000

Full time

14 days+

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Benefits offered by this job

Night differential 25%

Attendance bonus

Mid-year bonus

Life insurance

HMO Insurance

Great company culture

Job summary

Connext Global Solutions Inc. is seeking a Senior Service Desk Specialist to support a client in the United States.

The role focuses on handling advanced technical support issues, escalation, troubleshooting, and incident resolution in a managed services environment. Responsibilities include leading major incidents, diagnosing complex infrastructure issues (MS 365, Azure AD, VPN, DNS, DHCP), and driving incident reviews.

Qualifications

Minimum of five (5) years of experience in IT support roles.
Minimum of three (3) years of experience in a Service Desk or Technical Support role in a managed services environment.
Experience with Microsoft 365, Azure AD, VPN, DNS, and DHCP.
Familiarity with ServiceNow, Jira, or similar ticketing/PSA systems.
Experience with MSP tools such as RMM platforms and backup/security tools.

Responsibilities

Serve as the highest escalation point for complex technical issues and major incidents across customer environments.
Diagnose and resolve advanced infrastructure issues involving Microsoft 365, Azure AD, VPN, DNS, and DHCP.
Lead incident response, root cause analysis, security remediation, and post-incident reviews.
Ensure SLA compliance, system reliability, backup recovery, and secure network operations.
Mentor L1/L2 engineers, improve processes, maintain documentation, and drive service quality enhancements.
Collaborate with clients, vendors, and internal teams to deliver technical solutions and continuous improvements.