L1 Service Desk Engineer
Description:
This is a remote position.
Philippine-based Filipino Applicants Only.
SHIFT TIMES:
4am to 1pm Philippine time, Monday to Friday
OR
6am to 3pm Philippine time, Monday to Friday
With a rotational days off
As a L1 Service Desk Engineer (SDE) you’re required to act as a central point of contact within the Managed Service Desk, providing assistance to customers and enabling them to make effective use of available software and hardware.
You will be responsible to provide high quality first level technical support to our customers. This is through answering telephone calls and responding to emails and alerts, handling the resulting incidents or service requests by following the correct incident management and request fulfilment processes.
You will be required to analyse, troubleshoot, and resolve incidents with the aim of eliminating recurrences and reducing calls to the Managed Service Desk while coordinating with other Information Technology areas to resolve problems if necessary.
Taking receipt of Service Desk support requests and logging them, either for resolution within the Enterprise Toolset (ConnectWise) or for escalation to other more specialised second level support teams.
You are responsible for working to all relevant Service Delivery and Corporate Policies, Procedures and Work Practices. You will conform to the Staff Enablement Model which includes (performance management, development plans, rewards and incentive programs, monthly reporting, etc.)
To work with Service Desk Team Leader, L1 & L2 Service Desk Engineers and Senior Systems and Network Engineers to deliver exceptional service to customers.
Be accountable for and actively contribute toward the achievement of Customer Service Levels.
Provide high quality technical support over the phone.
Monitor telephone and Enterprise Toolset (ConnectWise) queues by responding within guidelines.
Monitor and respond to Network Alert Threshold violations.
Record and update tickets (via phone, email & web) accurately in the Enterprise Toolset.
Provide resolution over the phone or email through investigation and diagnosis, using remote system management tools in accordance with the Knowledge Base.
Comply to all Managed Service Desk Processes
Assign tickets accurately to internal or external solver groups as outlined in the Knowledge Base.
Liaise with internal and external Solver groups to satisfy customer queries.
Actively contribute content to the Knowledge Base.
Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk.
Requirements
Typically, tertiary qualified (i.e. University Degree / TAFE Diploma) or relevant business/technical qualifications.
Minimum of 12 months’ work experience in an outsourced Help / Service Desk environment
Proven experience in commercial call logging tools such as Connect Wise, ServiceNow, CA Service Desk or Remedy etc
Practical understanding of Desktop Support, Network Monitoring, or similar IT service Desk environment
Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as RingCentral, CISCO or ALCATEL.
Service Management Certifications (i.e. ITIL V4) with practical experience in managing and delivering to Service Management disciplines.
Familiarity with Office 365 Cloud platform, both administration and troubleshooting (user and groups management, mail troubleshooting, mail flow, etc) and able to resolve Office 365 issue.
Comfortable with Active Directory user and groups management
Comfortable with Group Policy Management
Basic Knowledge of Networking (Subnets, cmd network tools, DNS, DHCP etc)
Basic Network troubleshooting skills including demonstrated knowledge of VPN client troubleshooting beyond restarting services and internet connectivity of different devices.
Knowledge in troubleshooting and managing VoIP solutions, or similar cloud-based communications platform.
Strong proficiency in troubleshooting and resolving hardware, software, and network issues.
Ability to transfer technical and business knowledge clearly and concisely to knowledge base, colleagues, and customers.
Excellent communication and interpersonal skills gained in a customer service environment.
Excellent listening skills and empathy.
Adaptable, results driven, professional and high work standards.
Exceptional communication and presentation skills, both written and verbal.
Excellent problem-solving and decision-making abilities.
Customer-focused mindset with the ability to build and maintain strong client relationships.
Benefits
1. Monthly Salary: Php35,000
2. Salary will be paid on a bi-monthly basis on the 15th and 30th or 31st of each month
3. You will be paid extra for overtime and Philippines public holidays
4. Probation: 6 months and after Probation
20 days annual leave credits
10 days of sick leave
5. HMO Offered after 6 months probation
6. 13th Month Pay after 30 days
7. Annual Appraisal
8. Laptop provided after 30 days
9. Permanent work-from-home role. You will have to use your own internet.
10. SHIFT TIMES:
4am to 1pm Philippine time, Monday to Friday
OR
6am to 3pm Philippine time, Monday to Friday
With a rotational days off