Level 2 Service Desk Engineer

📋 Description

• • As a Level 2 Service Desk Engineer at Agent Inc., you will be the crucial escalation point for complex IT issues, ensuring seamless operations and client satisfaction for our diverse clientele. This full-time, remote role operates from Monday to Friday, 7:00 am to 4:00 pm Philippine Time, offering a competitive salary ranging from $1,500 to $2000 USD per month, commensurate with your expertise and assessment.
• • You will play a pivotal role in supporting our client, a distinguished Managed Services Provider (MSP) renowned for delivering cutting-edge IT solutions and services. Your contributions will directly impact our mission to help organizations transform their IT environments, enhance business operations, and bolster their security posture. Become an integral part of a forward-thinking company that champions technological advancement and consistently delivers exceptional value.
• • Your primary responsibility will be to administer elevated Level 2 support for all client problems and service tickets escalated from the standard help desk business queue. This involves a deep dive into technical challenges that require more than basic troubleshooting.
• • You will actively assist the Level 1 helpdesk team by providing guidance on the triage and prioritization of all newly received tickets, ensuring that critical issues are addressed promptly and efficiently.
• • A key part of your role will be to answer incoming calls from the main service desk help call queue, providing immediate assistance and accurately creating new tickets to document and track user issues.
• • You will diligently work through the Level 2 helpdesk priority queue, taking ownership of tickets and resolving client issues with your advanced technical knowledge and problem-solving skills.
• • Providing expert support and assistance with inter-helpdesk escalations from Level 1 technicians is paramount. You will guide and empower junior team members to resolve issues effectively.
• • You will contribute significantly to maintaining comprehensive documentation and accurate configurations for our clients as tickets are resolved. This ensures a robust knowledge base and facilitates future support.
• • Assisting in the maintenance and refinement of Standard Operating Procedures (SOPs) for helpdesk support is essential. Your input will help streamline processes and improve overall service delivery.
• • You will be expected to perform other related duties as assigned, demonstrating flexibility and a willingness to contribute to the team's success.
• • While this is a remote role, a proactive approach to maintaining a sense of order and contributing to the team's collaborative environment is valued. This may include assisting with virtual team coordination or knowledge sharing initiatives.
• • You will have opportunities to engage in mentorship, sharing your expertise and guiding lower-level technicians, fostering a culture of continuous learning and development within the team.
• • This role demands excellent interpersonal and customer service skills, as you will be interacting with clients and colleagues, often under pressure. Your ability to communicate technical information clearly and empathetically is vital.
• • Exceptional organizational skills and meticulous attention to detail are required to manage multiple tickets, track progress, and ensure accurate documentation.
• • Strong time management skills are crucial, with a proven ability to meet deadlines and prioritize tasks effectively in a fast-paced environment.
• • You will leverage advanced knowledge of the Microsoft Office Suite and related software to manage communications, documentation, and reporting.
• • A deep understanding of advanced PC troubleshooting is fundamental to diagnosing and resolving complex hardware and software issues.
• • Advanced network troubleshooting knowledge is essential for identifying and resolving connectivity, performance, and security-related network problems.
• • Advanced knowledge of Server policies and Active Directory is required for managing user accounts, permissions, and network resources effectively.
• • Interpersonal knowledge of at least two of the following networking systems is highly desirable: Cisco, Meraki, ASA, Fortinet, Sonicwall, Ubiquity, enabling you to support a diverse range of client infrastructures.