L2 Helpdesk Technician

This is a remote position.

• Provide support to end users calling or emailing support tickets
• Regularly interact with business owners and staff
• Maintain support metrics in keeping with company standards
• Manage support related projects
• Customer Software roll-outs
• Operating System updates
• Various internal projects
• Manage help desk system software.
• Maintain a high level of efficiency
• Work directly with helpdesk vendor to provide internal workflows to meet the staff needs
• Collaborate with Network Engineers/Field Tech Staff to resolve support tickets.
• Participate in on call rotation
• Work closely with RMM tools to maintain customer system

• 2-5 Years of IT Support Experience
• Information Security best practices
• IT Support protocols
• Experience Troubleshooting the following:
• Basic Microsoft Operating System
• Microsoft Office Applications
• Various email applications Microsoft Outlook, Microsoft O365, Google Apps.
• Local Area Networks
• Microsoft Servers
• Microsoft Active Directory/Azure AD
• Understanding of serverless environments.
• Microsoft SharePoint, OneDrive, Teams
• Basic hardware troubleshooting
• Comfortable troubleshooting Custom Line of Business applications
• IP Networking - TCP/IP protocol, IP addressing, VPN, networking design, SSL certificates, DNS, DHCP
• Malware/virus removal
• Backup and recovery techniques
• Printer and Scanning troubleshooting
• Basic troubleshooting of Windows operating system
• Hardware fundamentals (keyboards, mice, monitors, printers
• Software support for common apps (Microsoft 365, Web Browsers, Zoom)
• Password resets & account management (Active Directory, Google Workspace, Microsoft O365)
• Network basics (LAN/Wi-Fi troubleshooting, Understanding IP/DNS concepts)
• Group Policy Objects
• Documentation
• Email migration tools like BitTitan and SkyKick
• Virtual server environments like VMWare ESXi and Microsoft Hyper-V
• Kaseya suite of products a plus (Autotask, Datto EDR, Datto BCDR, Unitrends, etc.)
• ThreatLocker

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.

Benefits

• Full Philippine Statutory Benefits
• 13th Month Pay
• De Minimis Allowance
• Night Shift Differential Pay
• Paid Time Off (PTO)
• Health Insurance
• Life Insurance (maximum of PHP 3M coverage)
• Company-Provided Equipment