Remote Otter LogoRemoteOtter

L2 Support Engineer (AU MSP, WFH) - Remote

Posted 19 weeks ago
DevOps / Sysadmin
Full Time
Philippines

Overview

The role involves providing IT support and managing service requests in a high-pressure environment, ensuring excellent customer service and adherence to service management processes.

In Short

  • Field incoming end user calls, emails, and tickets
  • Log all incidents and service requests accurately
  • Prioritize and schedule resolution of tickets
  • Ensure customer SLAs and expectations are met
  • Install and configure computer hardware and software
  • Investigate and resolve software and hardware faults
  • Adhere to service desk procedures
  • Mentor junior staff members
  • Act as an escalation point for team members
  • Support team and company culture

Requirements

  • Experience using ConnectWise or other ITSM tools
  • Excellent communication skills
  • High level of customer service
  • Good knowledge of End User Compute & Terminal Services
  • Experience managing desktop user profiles
  • ITIL Foundation certification is a plus
  • Experience supporting Microsoft products
  • Related IT diploma or degree
  • Experience supporting English speaking countries
  • Professional behavior when interacting with stakeholders

Benefits

  • Home-based work
  • Medical, dental coverage, and life insurance
  • Paid vacation and sick leave
  • Competitive salary package
  • Financial assistance program
  • Mandatory government benefits
  • Regular company events
  • Work-life balance
  • Career growth opportunities
ConnectOS logo

ConnectOS

ConnectOS is a leading provider of offshore talent, specializing in delivering premium resourcing and productivity solutions to organizations in Australia, New Zealand, the US, Canada, and the UK. Established over a decade ago, ConnectOS has rapidly grown to become one of the fastest-growing offshoring companies globally. The company is dedicated to helping clients optimize their business operations and activate their capability strategies through innovative resourcing solutions. With a vibrant and modern work environment located in the heart of Manila, Philippines, ConnectOS fosters high employee engagement and satisfaction. The company is committed to professional development, offering competitive benefits and opportunities for growth, making it an employer of choice in the industry.

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