Service Desk Administrator II
Talent Map Global BPO Inc.
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Benefits offered by this job
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
Education
Tools
Job description
The Service Desk Administrator II provides advanced technical support and serves as an escalation point for complex IT issues. This role supports end users across hardware, software, and network environments while contributing to service desk process improvements, documentation, and mentoring of Tier I staff. The Service Desk Administrator II plays a key role in maintaining service levels, ensuring timely resolution of incidents, and supporting IT operational excellence.
- 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
- Collaborate with infrastructure, security, and application teams to resolve cross-functional issues
- Associate's or Bachelor's degree in Information Technology or a related field; equivalent relevant work experience may be considered
- 3–5 years of experience in IT Service Desk, Help Desk, or technical support
- Demonstrated experience providing Tier II technical support and resolving escalated IT issues
- Strong working knowledge of Windows operating systems and Microsoft 365
- Experience with Active Directory / Azure AD, user account administration, access provisioning, group memberships, and password management
- Experience troubleshooting desktops, laptops, mobile devices, applications, peripherals, and connectivity issues
- Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or comparable systems
- Working knowledge of basic networking concepts, including DNS, DHCP, TCP/IP, and VPN
- Strong technical troubleshooting, analytical, and problem-solving skills
- Excellent verbal and written English communication skills
Talent Map Global BPO, Inc. is a global talent solutions and business process outsourcing company connecting skilled professionals in the Philippines with growing North American businesses. We build dedicated offshore teams across technology, finance and accounting, marketing, and enterprise operations. Our people-first culture is grounded in collaboration, integrity, continuous learning, and operational excellence. Team members gain meaningful exposure to international clients while building long-term careers in a supportive, performance-focused environment.
- Competitive gross basic monthly salary, commensurate with qualifications, relevant experience, and technical expertise
- Night Shift Differential provided in accordance with applicable Philippine labor requirements and company policy
- Statutory Benefits - SSS, PhilHealth, Pag-IBIG, 13th-month pay, and applicable holiday pay in accordance with Philippine law
- HMO coverage subject to the eligibility date and terms stated in the employment offer and company policy
- Vacation and sick leave benefits subject to eligibility, accrual rules, and company policy
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