L2 Support Engineer (AU Managed Services Provider, WFH)

Job Description

Schedule: Monday- Friday (09:00AM to 06:00PM AEST)

What are we looking for?

Skills Required:

• 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

Nice to Have:

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

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

Join the awesome team and enjoy these benefits & perks:

• Home-based
• Medical, Dental Coverage and Life insurance
• 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
• Regular Company Events, Work Life Balance, and Career growth opportunities

JOIN CONNECTOS NOW!

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

Since 2006, Our client has been a trusted partner for Australian organizations, delivering comprehensive ICT services and solutions. Their commitment to excellence and innovation has enabled us to help businesses of all sizes achieve their digital transformation goals.

#ConnectOSCareers #JoinConnectOS 

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.