Service Desk Technician Level II - NIGHT SHIFT | ONSITE

CAPLINQ Philippines, Inc.; Muntinlupa; On-site; PHP 446,000 - 781,000; Full time

Job summary

CAPLINQ Philippines, Inc. is seeking a Senior IT Support Technician to deliver advanced technical support across the global technology environment.

You will serve as the primary escalation point for complex endpoint, identity, and collaboration issues while supporting enterprise infrastructure and security services. You will partner with Service Delivery, Infrastructure, Security, and business teams to ensure reliable, secure IT operations, contribute to deployments, documentation, and

Qualifications

• Degree in IT/CS or equivalent professional experience.
• 3–7 years supporting enterprise IT environments.
• Strong Microsoft tech, endpoint management, identity, networking knowledge.
• Experience with Microsoft 365, cloud tech, and endpoint lifecycle management.
• Working knowledge of cybersecurity and secure user administration.
• Effectively coordinate across multiple technical disciplines.

Responsibilities

• Diagnose and resolve complex endpoint, identity, and connectivity issues.
• Administer enterprise endpoint management and access provisioning.
• Support enterprise infrastructure, networking, and remote access.
• Mentor Service Desk technicians and coordinate with teams and vendors.
• Create technical documentation and standardized support processes.
• Contribute to deployments, acquisitions, and disaster recovery readiness.

Skills

Microsoft technologies

Endpoint management

Networking

Cybersecurity basics

Customer service

Documentation

Analytical thinking

Communication

Education

Associate's or Bachelor's degree in IT/CS

Tools

Microsoft 365

Azure

Exchange/SharePoint

Active Directory

PowerShell

VPN

SolarWinds Service Desk

RingCentral

Job description

Position Overview

The Senior IT Support Technician is responsible for delivering advanced technical support and operational expertise across Krayden's global technology environment. This role serves as the primary escalation point for complex user, endpoint, identity, and collaboration issues while supporting enterprise infrastructure, cybersecurity, and workplace technology services.

The position partners closely with Service Delivery, Infrastructure, Security, and business teams to ensure reliable, secure, and efficient IT operations. In addition to resolving advanced technical issues, the role contributes to process improvement, technology deployments, user lifecycle management, acquisitions, and continuous service improvement across the global organization.

Overall Responsibilities

• Deliver advanced technical support for enterprise hardware, software, collaboration platforms, and business applications.
• Serve as the primary escalation point for complex incidents, service requests, and operational issues.
• Support enterprise endpoint, identity, collaboration, and workplace technology services.
• Assist with technology deployments, acquisitions, office expansions, system upgrades, and enterprise initiatives.
• Develop documentation, knowledge articles, and standardized support processes that improve operational efficiency and service quality.
• Promote cybersecurity best practices while supporting compliance, identity management, and secure technology operations.

Core Responsibilities

• Diagnose and resolve complex endpoint, application, identity, infrastructure, and connectivity issues.
• Administer enterprise endpoint management, user provisioning, access management, and collaboration services.
• Support enterprise infrastructure, networking, remote access, and workplace technology platforms.
• Investigate recurring issues, perform root cause analysis, and implement corrective actions to improve service reliability.
• Mentor other Service Desk technicians by providing technical guidance, knowledge sharing, and escalation support.
• Coordinate with Infrastructure, Security, Applications, vendors, and business stakeholders to resolve enterprise technology issues.
• Create and maintain technical documentation, operational procedures, knowledge articles, and support standards.
• Participate in technology deployments, hardware lifecycle management, acquisitions, disaster recovery activities, and operational readiness initiatives.
• Troubleshoot network and connectivity issues involving TCP/IP, DNS, DHCP, VPN, wireless, printers, VLAN concepts, and remote access.
• Coordinate with vendors, MSPs, carriers, and internal teams during escalations, outages, and project activity.

Desired Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
• 3–7 years of progressive experience supporting enterprise IT environments.
• Strong understanding of Microsoft technologies, endpoint management, identity administration, networking, and enterprise infrastructure.
• Experience supporting Microsoft 365, cloud technologies, enterprise collaboration platforms, and endpoint lifecycle management.
• Working knowledge of cybersecurity best practices, identity security, endpoint protection, and secure user administration.
• Experience troubleshooting complex technical issues while coordinating across multiple technical disciplines.
• Excellent customer service, communication, documentation, analytical, and organizational skills.
• Microsoft, CompTIA, or equivalent industry certifications are preferred.

Desired Technologies

Experience with one or more of the following technologies is preferred:

• Artificial Intelligence tools and processes
• Microsoft 365, Teams, Office 365, SharePoint, Exchange, Outlook
• Microsoft Entra ID, Active Directory, Group Policy
• Microsoft Azure, Windows Server
• Windows 10/11, Windows Intune
• Microsoft Defender/SentinelOne
• SolarWinds Service Desk or other ITSM platforms, Endpoint Central
• VPN and remote support tools
• PowerShell
• RingCentral or other Unified Communications platforms

Professional Competencies

• Customer-focused service delivery
• Technical ownership and accountability
• Leadership through mentoring and collaboration
• Analytical thinking and problem solving
• Process improvement mindset
• Effective written and verbal communication
• Documentation and knowledge management
• Adaptability and continuous learning
• Attention to detail and operational excellence

Business Outcomes

Success in this role will contribute to:

• Reliable and responsive advanced IT support across the global organization.
• Improved employee productivity through timely resolution of complex technical issues.
• Standardized endpoint, identity, and workplace technology support processes.
• Enhanced cybersecurity through secure administration, user lifecycle management, and adherence to enterprise security standards.
• Reduced operational risk through knowledge sharing, documentation, and root cause analysis.
• Successful support of acquisitions, office expansions, and enterprise technology initiatives.
• Strong collaboration between Service Delivery, Infrastructure, Security, Applications, and business teams.