Service Desk Tier 2

About Us:

RecruitGo is a leading Employer of Record (EOR) company specializing in bridging top talent in emerging markets with global clients. Our services enable businesses to hire, manage, and pay employees internationally with ease. We are committed to providing seamless and efficient solutions to our clients and fostering a dynamic and inclusive work environment for our team.

Position Overview

We are looking for a Service Desk Tier 2 member to join our growing technical support team supporting US-based customers.

This is an excellent opportunity for an experienced IT professional with broad technical exposure who enjoys troubleshooting, solving complex issues, and continuously developing their skills.

Responsibilities

• Provide Tier 2 technical support and troubleshoot escalated IT issues.

• Diagnose and resolve issues across Microsoft on-premises and cloud environments.

• Troubleshoot Fortinet and Cisco technologies.

• Support email and collaboration platforms.

• Troubleshoot VMware and/or Hyper-V environments.

• Support storage, file, and print services.

• Investigate technical issues and perform structured root-cause analysis.

• Maintain clear and accurate technical documentation and ticket notes.

• Work closely with Platform Leads on complex or undocumented issues.

• Learn from complex technical incidents and contribute to improving support processes.

• Develop deeper expertise in one or more technical areas over time.
  
  

Qualifications

We are seeking candidates with broad Tier 2 technical experience, ideally gained in an MSP or enterprise environment.

• With 2-3 years of relevant experience as Service Desk Support or NOC Tier 2

• With experience to Microsoft Windows Server / Microsoft 365 / Active Directory / Entra ID

• With knowledge to Cisco networking and Fortinet

• Managed email and collaboration technologies

• VMware and/or Hyper-V

• Storage technologies

• File and print services

• General enterprise infrastructure
  

You dont need to be an expert in every technology listed. Were particularly interested in people who have strong troubleshooting fundamentals, broad technical exposure, and the motivation to become a specialist over time.

Career Growth:

This role offers a clear technical development path.

Our Platform Leads handle deeper and more complex technical issues. After resolving these issues, they document the solutions and processes so Tier 2 staff can learn from them and build their technical capabilities.

High-performing Tier 2 staff will have opportunities to develop into backup Platform Lead roles across three technical towers:

• Network & Security

• Identity & Collaboration

• Cloud Infrastructure Operations / DevOps

• Schedule & Work Arrangement

Working Arrangement:

• 100% office-based in BGC, Taguig — this is not a hybrid role.

• Two shifts will be provided full US Central Time coverage:

• 6:00 AM – 3:00 PM

• 11:00 AM – 8:00 PM ( Both shifts include a 1-hour unpaid lunch break).

• Employees must be comfortable working US-based schedules and following the assigned shift.
  

Holiday Schedule:

Because we support US-based customers, the team follows the US holiday calendar rather than the Philippine holiday calendar.

When a Philippine holiday falls on a working day, alternative arrangements may be provided, including financial reimbursement or an alternative day off. Coverage may be staggered across the team, and employees required to work on applicable holidays will receive additional compensation based on the agreed arrangement.

Why RecruitGo?

RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.

• Diverse Challenges: Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding. 

• Team Collaboration: Join forces with a supportive team, where your insights and contributions are valued.

• Inclusivity: Be part of an inclusive and diverse workplace that values your contributions. Work with the internal team to ensure timely delivery of services to clients and ensure that client expectations are met.