L2 Service Desk Engineer

This is a remote position.

• Manage and resolve incident and service request tickets within SLA and quality standards
  
• Provide technical support via phone, remote tools, or onsite when required
  
• Monitor ticket queues and respond within service guidelines
  
• Install, update, and troubleshoot Windows OS and business applications
  
• Fix software errors, configuration issues, and remove viruses using standard tools
  
• Assist with system patching, updates, and software installations
  
• Troubleshoot networking and VPN connectivity issues
  
• Maintain accurate ticket updates and documentation
  
• Contribute to and update the Service Desk knowledge base
  
• Monitor recurring issues, identify trends, and suggest improvements
  
• Follow incident and request management processes
  
• Support continuous improvement initiatives within the Service Desk
  
  

Requirements

• Relevant degree, diploma, or technical/business qualification
  
• 2–3 years experience in a Help Desk / Service Desk / MSP environment
  
• Experience using ticketing tools such as ConnectWise, ServiceNow, Remedy, or similar
  
• Familiar with call handling systems (RingCentral, Cisco, Alcatel, or similar)
  
• ITIL certification (preferred) or understanding of service management practices
  
• Experience with:
  
• Office 365 administration and troubleshooting
  
• Active Directory and Group Policy management
  
• Basic networking (DNS, DHCP, VPN, Subnets)
  
• VoIP or cloud communication platforms
  
• Strong troubleshooting skills across hardware, software, and network issues
  
• Good communication and documentation skills
  
• Able to work in a fast-paced MSP environment
  

Benefits

• 20 days annual leave credits
  
• 10 days of sick leave
  

• First Shift - 4 AM to 1 PM PHT
  
• Second Shift - 6 AM to 3 PM PHT
  
• Third Shift - 8:30 AM to 5:30 PM PHT