L2 Service Desk Engineer AU IT Hybrid

Schedule: Monday - Friday (6:00AM - 3:00PM PHT)

What are we looking for?

Reporting to the Shared Services Manager, as the Level 2 Service Desk Engineer, you provide second level service desk support to clients and staff across Australia to ensure all services are delivered and completed within agreed KPIs and SLAs. You will work in a close, supportive team made up of frontline and other Level 2 techs, supported by senior teams as escalation points and a strong ethic of we are all in this together.

Skills Required

• Strong desktop support skills for Microsoft Windows 7 through 10, Apple system experience also valuable. Applicants should have strong troubleshooting knowledge of the Microsoft Office desktop apps.
• Practical knowledge and experience working with Windows Server from 2008 through 2016
• Experience with troubleshooting and administrating Terminal Services, RDP, Citrix server roles.
• Administration of Exchange 2010 through 2016 with Microsoft 365 Exchange
• Experience with VOIP systems such as such as 8x8/3CX/Mitel/Skype for Business
• Knowledge of printer configuration for print servers, scan to email, pass-through in Citrix etc.
• Exposure to VMWare and Hyper-V technologies from a simple maintenance and troubleshooting perspective will be highly regarded
• A solid understanding of Networking including Firewalls, routers and managed switches
• Certifications (Microsoft/ITIL) would be advantageous
• Strong communications skills will be required to work with a diverse range of stakeholders
  
  

• Resolving scheduled incidents and service requests from clients assigned by the Service Desk Team Leader, escalating to the senior teams where required.
• Primarily providing remote support to troubleshoot and resolve customer pain points, keeping the customer up to date at all times with the status of the work
• Citrix and Remote Desktop application, system and printing support in addition to local workstation support
• Troubleshooting and administrating Active Directory, Group Policy, and the Microsoft 365 suite including Exchange and SharePoint administration
• Performing initial network troubleshooting and diagnosis
• Log minimum hours for customer facing time and queue management to meet KPIs
• Mentoring and taking escalations from the frontline team
• Occasional after-hours phone, project work and server maintenance tasks if called upon
  
  

• Hybrid Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA