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    Service Desk Engineer - Philippines, Quezon City, Pilipinas - Outsourced

    Outsourced
    Outsourced Philippines, Quezon City, Pilipinas

    5 araw ang nakalipas

    Outsourced background
    Buong oras
    Paglalarawan
    Job Summary

    A minimum of 5 years in IT support, including at least 2 years in a dedicated Level 3 support role,

    Job Description

    We are on the lookout for a highly skilled and experienced Level 3 Service Desk Engineer to play a key role in our IT support team. The successful candidate will be the cornerstone in resolving the most intricate technical issues escalated by Levels 1 and 2 support teams, showcasing a mastery in troubleshooting complex software, hardware, network issues, and ensuring top-notch security practices. This position is vital for maintaining optimal system functionality and performance, significantly contributing to user satisfaction and safeguarding business operations.

    Key Responsibilities

    • Advanced Issue Resolution: Serve as the pinnacle of escalation for all high-level technical issues, adeptly diagnosing and solving complex problems across software, hardware, and networks, ensuring robust security measures are always in place.
    • Networking, Servers, and Security Expertise: Utilize an extensive understanding of network architectures, server configurations (including cloud and on-premises solutions), and advanced security protocols to troubleshoot and resolve issues while improving system resilience against cyber threats.
    • Strong Communications: Possess excellent communication skills, both written and verbal, to effectively convey technical information to non-technical stakeholders. They will be able to collaborate with team members, actively listen to feedback, and articulate their thoughts clearly and concisely. The ability to communicate complex technical issues in a simple and understandable manner is crucial for this role.
    • Technical Leadership and Mentorship: Guide and mentor junior service desk staff, enhancing the team's capabilities in complex problem-solving, network management, server maintenance, and cybersecurity.
    • Continuous Improvement: Collaborate with IT development and operations teams to pinpoint, design, and deploy fixes for systemic issues, advocating for enhancements in network, server, and security protocols.
    • Incident and Problem Management: Own critical incidents, spearheading resolutions and maintaining clear communication throughout the process, with an emphasis on minimizing downtime and preventing future occurrences.
    • Documentation, Reporting, and Project Support: Produce comprehensive documentation and reports detailing issues, resolutions, and preventive measures. Contribute technical acumen to IT projects, ensuring successful implementations.

    Required Skills and Qualifications

    • Bachelor's degree in Computer Science, Information Technology, or a related field, with a strong foundation in networking, server management, and cybersecurity.
    • A minimum of 5 years in IT support, including at least 2 years in a dedicated Level 3 support role, with demonstrated expertise in complex troubleshooting across software, hardware, networks, and security systems.
    • Proficient in network architectures, server configurations (cloud and on-premises), and cybersecurity practices.
    • Familiar with operating systems (Windows, macOS, Linux), database management, and ITIL practices, especially in incident and problem management.
    • Excellent analytical skills, capable of working under pressure and communicating complex technical information effectively.
    • Relevant certifications (e.g., CompTIA Network+, Security+, CCNA, MCSA) are highly valued.

    What we Offers

    • Professional development opportunities, including support for certifications and training in cutting-edge technologies.
    • A dynamic and supportive work environment where your contributions make a direct impact.

    Must be willing to work in the office 5 days a week

    Must be willing to work 8pm - 5am Manila Time

    Must be willing to work on extended hours if necessary

    Must be willing to work on shifting schedule if necessary
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