Schedule: Monday to Friday (7am to 4pm PHT)

Work Setup: Remote

What will you do?

Field incoming end user calls, emails and tickets
Log all Incidents and Service Requests accurately in the ITSM tool
Prioritise and schedule resolution of tickets and escalate as needed
Ensure customer Service Level Agreements (SLA) and customer expectations are met
Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
Installing and configuring computer hardware, software, systems, printers and scanners
Investigating, diagnosing and resolving computer software and hardware faults including repairing equipment and replacing parts where applicable
Adhere to the Service Desk Procedures outlined as part of this employment
Support and contribute the team and company culture
Mentor junior staff members and be actively involved in their development
Escalation point for team members and clients

What are we looking for?

Mandatory

Experience as L2/L3 engineer in Manage Service Provider (MSP) environment.
Experience using ConnectWise or other ITSM tools
Ability to deal with busy, high-pressure situations
Excellent Communication skills and attention to detail
High level of customer service and ability to comply with Service Management processes
Good knowledge of End User Compute & Terminal Services
Experience managing desktop user profiles, Outlook and network printers
Demonstrate a professional behavior when interacting with suppliers, staff and customers
Ability to maintain detailed and accurate records
Ability to work independently with minimal supervision

Preferred:

Experience using Kaseya or other RMM tools
Demonstrate understanding of ITIL processes
Experience supporting Microsoft products e.g. Windows7, Windows10 and O365
Experience supporting English speaking countries
Related IT diploma or degree

Nice to Have:

ITIL Foundation certification
Microsoft certifications
Previous experience supporting an Australian company or MSP is a plus

Join the awesome team and enjoy these benefits & perks:

Fully Remote 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

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

#ConnectOSCareers #JoinConnectOS #ConnectOSTech

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

L2 MSP Engineer (AU MSP, Hybrid)

L2 MSP Engineer (AU MSP, Hybrid)

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