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L2 Service Desk Engineer | AU | Onsite
L2 Service Desk Engineer | AU | OnsiteStaff Domain Inc. • Ortigas, Alabang, Pampanga, or Cebu, 00, ph
L2 Service Desk Engineer | AU | Onsite

L2 Service Desk Engineer | AU | Onsite

Staff Domain Inc. • Ortigas, Alabang, Pampanga, or Cebu, 00, ph
4 days ago
Job description
Setup and Location: Ortigas, Pasig City
Work Schedule: 8:30 AM - 5:30 PM (AEDT) | 6:30 AM-3:30 PM (PH Time)
Employment Type: Full-Time
Setup and Location: On-site

Ready to do work that actually excites you?

The Level 2 Service Desk Engineer provides advanced technical support and acts as an escalation point for Level 1 engineers. This role is responsible for resolving more complex incidents, supporting infrastructure and application environments, and contributing to process improvement and documentation. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and a proactive approach to service delivery.

What You’ll Do
Advanced Technical Support
  • Troubleshoot and resolve escalated issues related to hardware, software, networking, and cloud services.
  • Perform root cause analysis and implement long-term solutions.
  • Support and maintain user accounts, permissions, and group policies in Active Directory and Microsoft 365.
  • Assist with server, network, and security-related tasks under guidance from senior engineers.
Collaboration & Escalation
  • Work closely with Level 1 engineers to provide guidance and mentoring.
  • Escalate unresolved issues to Level 3 or specialist teams with detailed documentation.
  • Collaborate with project teams during rollouts, migrations, and upgrades.
Process & Documentation
  • Contribute to the development and maintenance of the internal knowledge base.
  • Document troubleshooting steps, solutions, and standard operating procedures.
  • Identify recurring issues and recommend process improvements or automation opportunities.
Customer Experience
  • Communicate effectively with users to understand issues and provide timely updates.
  • Ensure a high level of customer satisfaction through professional and empathetic support.
  • Participate in client meetings or reviews as required.
Tooling & Systems
  • Use service management tools such as AutoTask to manage and track tickets.
  • Utilize remote support tools and monitoring platforms to diagnose and resolve issues
  • Ensure accurate and consistent ticket documentation and time t
Security & Compliance
  • Follow security best practices and assist in implementing compliance measures.
  • Support patching, antivirus, and backup monitoring activities.
  • Report and respond to security incidents in line with company protocols.
Key Performance Indicators (KPIs)
  • Contribution to knowledge base and process improvements
  • Quality and completeness of documentation
  • SLA Adherence
  • Resolution time for escalated tickets
  • Customer satisfaction and feedback


Requirements

What You Bring
We’re looking for someone who:
  • 2+ years of experience in a service desk or IT support role
  • Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking
  • Experience with service desk tools and remote support platforms
  • Excellent troubleshooting and analytical skills
  • Strong communication and interpersonal abilities
  • IT certifications such as Microsoft 365, or ITIL Foundation are advantageous
  • Ability to work independently and collaboratively in a fast-paced environment

Benefits

Why You’ll Love Working Here
  • HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
  • Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
  • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more
Let’s Talk
If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.

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L2 Service Desk Engineer | AU | Onsite • Ortigas, Alabang, Pampanga, or Cebu, 00, ph

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