Service Desk Technician - Manila, Metro Manila

Para lamang sa mga rehistradong miyembro Manila, Metro Manila, Pilipinas

22 oras ang nakalipas

₱240,000 - ₱480,000 (PHP) bawat taon *

* Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee

Service Desk Support Engineer · Overview · The Level 2 Service Desk Support Engineer plays a critical role within CorIT Tech's Managed Services team, delivering high-quality technical support to our customers across Microsoft 365, desktop environments, and cloud platforms. · This ...

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Service Desk Support Engineer

Overview

The Level 2 Service Desk Support Engineer plays a critical role within CorIT Tech's Managed Services team, delivering high-quality technical support to our customers across Microsoft 365, desktop environments, and cloud platforms.

This role is focused on resolving escalated support requests, troubleshooting complex technical issues, and providing exceptional customer service across multiple client environments. The engineer will work closely with Level 1 support, senior engineers, and the Solutions team to ensure reliable, secure, and responsive IT services for our customers. The Level 2 engineer independently resolves complex user, identity, device, and cloud configuration issues that require advanced troubleshooting beyond standard service desk procedures.

Key Responsibilities

1. Customer Support & Incident Resolution

Respond to escalated Level 1 tickets across desktop, server, and Microsoft 365 environments.

Troubleshoot and resolve issues related to:

Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
Entra ID / Azure AD
MFA and Conditional Access
Intune device management
Windows 10/11 desktops
Printer, network, and application issues

Own incidents end-to-end, ensuring timely resolution within SLA.

Communicate clearly with customers, providing updates and managing expectations.

Escalate appropriately to Level 3 or project teams where required.

2. Microsoft 365 & Cloud Support

Support Microsoft 365 administration tasks, including:

User onboarding and offboarding
Mailbox troubleshooting
SharePoint and Teams permissions
Security policy adjustments
Licensing management

Investigate and resolve identity and authentication issues.

Assist with Microsoft Defender alerts and security-related incidents.

Contribute to maintaining secure baseline configurations across tenants.

3. Desktop & Endpoint Support

Provide advanced troubleshooting for:

Windows desktop performance issues
Application failures
Outlook configuration
Device compliance and Intune enrolment
VPN and remote access issues

Support patching and endpoint health remediation.

Maintain consistent configuration standards across managed devices.

4. Customer Experience & Communication

Deliver professional and confident technical support.

Translate technical issues into clear, non-technical language for end users.

Maintain accurate documentation in ticketing systems.

Ensure high customer satisfaction through responsiveness and ownership.

Comfortable supporting multiple client environments simultaneously within an SLA-driven managed services model.

5. Documentation & Continuous Improvement

Document recurring issues and contribute to knowledge base articles.

Identify trends in support requests and recommend preventative improvements.

Assist in refining SOPs and improving service delivery workflows.

Support internal automation initiatives where appropriate.

Skills & Experience

Experience - 2–4+ years in a Managed Services or Service Desk environment.

Technical Competencies

Strong working knowledge of:

Microsoft 365 administration
Entra ID / Azure AD
Microsoft SharePoint and Teams
Windows 10/11 support
Intune device management
Basic networking fundamentals (DNS, DHCP, TCP/IP)
Remote support tools

Bonus Experience

Microsoft certifications (MS-900, SC-900, MD-102)
Experience supporting multiple tenants
Exposure to backup platforms
Familiarity with RMM tools

Key Attributes

• Customer-focused with strong communication skills.

• Structured problem-solver with the ability to diagnose root causes.

• Calm under pressure and capable of managing multiple tickets simultaneously.

• Professional and accountable, taking ownership of issues through to resolution.

• Aligned with CorIT Tech's commitment to secure, modern, and reliable managed IT services.