L2 Service Desk Analyst | 8886

L2 Service Desk Analyst | 8886

Microsourcing Philippines Inc
1 - 4 Years
Not Specified

Job Description

Job Description :
Job Description:

  • Senior level IT support and escalation point for L1 analysts.
  • Knowledge of virtualization platforms including VMware and Microsoft Hyper-V.
  • Maintain and troubleshoot Microsoft related technologies such as Azure, Windows Server, Hyper-V, Active Directory, DNS, DHCP, Exchange, Office 365, SQL, SharePoint, Windows 7/8/10.
  • Configure, troubleshoot and maintain firewalls, switches, and other various network appliances.
  • Remote access implementation and support: VPN, RDS/Terminal Services, and Citrix
  • Communicate effectively with clients and internal resources, including account management, to ensure that all client issues and opportunities are being addressed in a timely and high-quality manner
  • Interface with appropriate technical personnel, including Vendor support, for client problems that cannot be resolved effectively by the network operations center staff
  • Understand overall service desk objectives, as well as the role and function of each team member
  • Risk identification, communication, and mitigation.
  • Create and Maintain relevant client documentation.
  • Assist in maintaining the remote monitoring and management system
  • Performing remote troubleshooting through diagnostic techniques using our full suite of MSP tools, and asking pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Escalate tickets to Tier 3 Engineers when resolution is beyond scope of capabilities, requires Tier 3 skillset or if resolution is not within sight after 60 minutes.
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events, problems and their resolution in our ticketing system, Connectwise
  • Document re-occurring or repetitive tasks in our documentation system, ITGlue
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Proper and appropriate use of tools
  • Identify and suggest possible improvements on procedures

Additional Responsibilities:
  • Continually seek opportunities to increase client satisfaction and deepen client relationships
  • Evaluate support tickets before escalation to senior engineering staff.
  • Ensure escalated issues follow established standards and procedures
  • Identify and recommend options from clients service catalog that relates to the clients needs
  • Document internal processes and procedures related to duties and responsibilities
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
  • Participate in after-hours on-call rotation

  • 3 to 5 years of experience for Help Desk support role
  • Proven experience as a senior IT service desk technician
  • Deep understanding of Windows Desktop and Server operating systems, networking, firewalls, end-point protection, network architecture, and virtualization.
  • Tech savvy with working knowledge of common desktop applications such as Microsoft Office, Office 365, QuickBooks, other office automation products, databases and remote control

We encourage walk-in applicants! Please drop by at our office located at the 32nd floor of Cyberscape Beta Bldg. Topaz and Ruby Road, Ortigas, Pasig City anytime between 9:30AM - 4:00PM Mondays to Fridays (except holidays). Please bring a copy of your resume and a valid ID. Look for Jannyna once onsite.

MicroSourcing is one of the leading offshoring and outsourcing solutions provider in the Philippines. Voted Best Non-voice Company of the Year in 2014, we are not your average BPO. We cater to foreign companies who operate in a wide variety of industries from all over the world. Therefore, you have the opportunity to do what you love and grow your career. Our offices are located in Eastwood City, Mall of Asia Complex, Bonifacio Global City, Ortigas Center and Cebu IT Park, all easily accessible no matter where you live. Join our growing family and be part of an international and collaborative working environment. Visit and apply at one of our Career Hubs, Monday-Friday, 9AM-5PM with your updated resume and a valid ID: Eastwood Career Hub - 6th Floor, 1880 Building, Eastwood City Cyberpark, Bagumbayan, Quezon City | https://www.microsourcing.com/about-us/locations/#Delivery-Center-1880-Avenue-Building Ortigas Career Hub - 32nd Floor, Cyberscape Beta Building, Topaz Road, Ortigas Center, Pasig City | https://www.microsourcing.com/about-us/locations/#Delivery-Center-Ortigas-Center MOA Complex Career Hub - Ground Floor, TwoE-com Center, Mall of Asia Complex, Pasay City | https://www.microsourcing.com/about-us/locations/#Delivery-Center-TwoEcom-Center

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