Service Desk Technician

Dynamix; Cebu City; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Learning and development opportunities

Generous leave policy

Healthy work-life balance

Job summary

Dynamix is seeking a skilled 2nd Line Service Desk Analyst to provide advanced technical support for escalated Level 2 issues, focusing on Microsoft 365, AD, and related services. You will bridge Level 1 support with specialized IT teams to ensure timely resolution and optimal user experience.

Ideal candidates have 5+ years in Microsoft 365 administration, strong PowerShell skills, and a customer-centric, methodical approach. The role offers hybrid work in Cebu City with remote flexibility.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in Microsoft 365 administration or similar roles.
• Strong knowledge of Microsoft Office 365 applications and services.
• Experience with Active Directory (AD), Group Policy Management, and Azure AD.
• Proficiency in PowerShell scripting for automation and administration.

Responsibilities

• Provide advanced technical support for escalated Level 2 tickets.
• Diagnose and resolve hardware, software, OS related, M365 and basic network issues.
• Handle escalated tickets from Level 1 and prioritize accordingly.
• Escalate unresolved issues to Level 3 or specialized teams as necessary.
• Collaborate with cross-functional teams such as NOC and L1.
• Document resolutions and update knowledge base articles.
• Assist with user account management (Active Directory, email, and other systems).
• Monitor system performance and report anomalies to relevant teams.

Skills

Microsoft 365 administration

PowerShell scripting

Active Directory

Azure AD

Exchange Online

SharePoint Online

Microsoft Teams

Troubleshooting

Customer service

Education

Bachelor's degree in Computer Science / Information Technology

Tools

Office 365 Admin Portal

AD or Azure AD management tools

Job description

Your mission

The 2nd Line Service Desk Analyst role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support. This position requires a strong technical background, excellent problem-solving skills, and a customer-focused approach. The Level 2 Support Technician acts as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues.

Your profile

Your Profile as 2nd Line Service Desk Analyst have a wide range of responsibilities, which can include:

• Provide technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365 and basic network issues. Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
• Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution. Assess the severity of the issues, prioritize accordingly, and work diligently to find solutions within the stipulated timelines.
• Escalate unresolved issues to Level 3 or specialized teams as necessary.
• Collaborate with cross-functional teams such as NOC, L1 wherever needed and ensure a seamless customer experience.
• Conduct root cause analysis for recurring issues and provide recommendations for resolution.
• Document resolutions and update knowledge base articles
• Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals.
• Manage software installations, updates, and troubleshooting.
• Assist with user account management (Active Directory, email, and other systems).
• Monitor system performance and report anomalies to the relevant teams.
• Assist in maintaining and updating IT inventory and asset management systems.
• Provide a high level of customer service to ensure user satisfaction.
• Communicate effectively with end-users through various channels including phone, email, chat, keeping them informed of ticket progress and resolutions.
• Maintain accurate documentation of incidents, solutions, and processes. Contribute to the knowledge base and help create resources for support staff and customers.
• Ensure compliance with company IT policies and procedures.

Required Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in Microsoft 365 administration or similar roles.
• Strong knowledge of Microsoft Office 365 applications and services.
• Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams.
• Experience with Active Directory (AD), Group Policy Management, and Azure AD.
• Proficiency in PowerShell scripting for automation and administration.
• Strong troubleshooting skills to resolve technical issues across platforms.

Preferred Skills and Qualifications

• MCSE: Productivity Certification.
• ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
• Experience with Azure Rights Management and mobile device management (MDM).
• Knowledge of compliance frameworks and data protection practices.
• Familiarity with Exchange ActiveSync and integration of mobile devices.

Why us?

Work Environment and Benefits

• Location: Cebu City (with flexibility for remote work).
• Learning and development opportunities with access to the latest technologies.
• Comprehensive leave policy, including vacation, sick leave, maternity/paternity leave.
• Healthy work-life balance.
• Requires working in Eastern Time Zone (ET) - Miami Time

About Us

We are a team of seasoned engineers, strategists, and business rock stars who excel in solving complex puzzles. With over a decade of experience in the IT industry, we have been producing and designing innovative full-stack technology services and communication solutions that help companies achieve their goals.

Our global presence spans across multiple countries, including The United States, India, The Philippines, and the Netherlands. We have successfully provided our services in over 55 countries, delivering exceptional solutions that are as smart as they are effective.

We understand the value of technology and how it can transform businesses. That’s why we work closely with our customers to understand their unique needs and deliver tailor-made solutions that exceed expectations.