Service Desk Technician L2

Gabtech Global, LLC; Philippines; On-site; PHP 420,000 - 720,000; Full time

Job summary

Gabtech Global, LLC is seeking a Service Desk Technician L2 to join our IT Help Desk Operations team, supporting local and global internal users with friendly, timely technical assistance.

You will handle Mac and PC environments, deliver clear explanations, and troubleshoot complex issues while maintaining strong customer service and teamwork.

Qualifications

• Minimum 2 years in a Help Desk role with walk-up service.
• Proven Mac OS command line troubleshooting and app issue resolution.
• Experience with Slack, Teams, and Google Workspace.
• Strong support for iOS and Android devices in enterprise environments.
• Familiarity with AD, Exchange or Google Admin, Groups and permissions.
• Knowledge of Windows issues from registry to crashes.
• Familiar with ServiceNow, Zendesk, Jira, or Okta.
• Excellent interpersonal communication with high empathy.
• Ability to explain complex issues in simple terms.
• Able to work with limited supervision in a team setting.

Responsibilities

• Provide hardware and software IT support to end users remotely and onsite.
• Troubleshoot complex user requests and provide context for effective solutions.
• Resolve client network issues including authentication and remote access.
• Support user requests and perform remote installations as needed.
• Assist with AV for internal and customer events.
• Monitor team metrics like backlog and aging; act on trends.
• Document systems and continuously improve processes.
• Show learning agility and seek answers when challenged.
• Solicit feedback from teammates to improve support and understanding.

Skills

Walk-up service

VIP support

Mac OS troubleshooting

Remote assistance

Slack/Teams/Google Workspace

iOS and Android support

Active Directory basics

Microsoft Exchange / Google Admin

Windows troubleshooting

ServiceNow / Zendesk / Jira / Okta

Strong communication & empathy

Tools

ServiceNow

Zendesk

Jira

Okta

Job description

We're looking for a Service Desk Technician L2 to join our skilled IT Help Desk Operations team, serving local and global internal users. Our goal is to provide excellent technical and non-technical support with outstanding customer service and timeliness.

The Service Desk Technician L2 has experience in supporting both Mac and PC environments, can hold a conversation as well as resolve complex technical issues effectively and efficiently, and is someone who values the people behind the problems. This role works Monday through Friday during standard business hours.

Responsibilities

• Provide hardware and software IT support and technical education to end users both remotely and onsite
• Applies critical thinking to efficiently troubleshoot simple and complex user requests and issues. and provides as much context and information as possible to deliver the best solutions as quickly as possible
• Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
• Supports user requests and performs break/fix or remote installations as needed
• Supports AV for internal and customer facing events
• Has understanding of defined team metrics, such as backlog, aging, effectiveness; and takes actions based on the current trends in service
• Document our systems and ensure our processes are always improving
• Displays learning agility by actively seeking answers when technically challenged
• Seeks feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements.

Skills

• Minimum 2 years of experience in a Help Desk role with walk-up service required, VIP support preferred
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required
• Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of Active Directory and basic AD administration
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required
• Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta
• Strong interpersonal communication skills with a high degree of empathy is a must
• Can deliver outstanding customer service and provide simplified explanations of complex technical issues
• Applies critical thinking and root cause analysis to complex end user requests and incidents to deliver the best possible solution
• Ability to support others in a team environment, as well as the ability to work with limited supervision
• Adapts well to ever-changing needs and business processes
• Ability to facilitate or teach highly preferred