Level 2 Helpdesk

7 days ago

Delhi, Delhi, India Staff Domain Inc. Full time

Job DescriptionJob Summary:

The Level 2 Help Desk is responsible for providing IT consulting services to our clients and leading a help desk team.

The focus is on business IT systems and responsibilities include design, implementation, maintenance, and support of Local Area and Wide Area networks.

This position is primarily responsible for the delivery of technical services and support, on and off-site.

We currently require a Level 2 Helpdesk Engineer to act as an escalation point for the Level 1 Helpdesk Team and provide support with ongoing projects.

The role requires the ability to interact at all levels of an organization while simultaneously providing proactive recommendations for the management and maintenance of our client's IT systems.


Job Description:
Provide 2nd-level support and manage escalations when required.

Design new LAN and WAN IT system configurations

Maximize network performance by monitoring performance and troubleshooting problems and outages on the network.

Schedule and manage system software upgrades and patch management of core devices.


Utilizing multiple sources for information, investigate and resolve network faults while communicating the status of the issues to the client and internal management.

Secure network systems by establishing and enforcing security policies and implementation of security devices and software.

Monitor, administer, upgrade, and configure firewall environments.

Monitor and ensure firmware on client devices is up to date.

Configuration of routers and switching equipment for voice and data services.

Remote technical support to local and international clients.

Hardware & Software Support.

Liaise with project managers, sales consultants, IT software and hardware vendors in order to deliver cost-effective IT solutions.

Client systems management.

Client relationship management.

Requirements

Bachelor's/College Degree specializing in Information Technology, Service Desk, or equivalent

Minimum of 3+ years relevant experience in a global MSP environment

Able to handle L1 and L2 concerns

Knowledge in network engineering, security cloud, patches, and monitoring.

Basic networking, troubleshooting, and understanding (VLAN, Firewalls, Routing).

Experience and competency using Word, Excel, Microsoft Outlook, and Google Suite products

The ability to handle multiple clients with different requirements and environments is necessary.

Professional work experience in team building and project management.

Advanced education and application of business analysis techniques and strategy.

Professional experience and a high-level understanding of working with various operating systems and their implications.

Ability to work together with teams from several departments to facilitate the orderly execution of a proposed project plan.

Relevant certifications (e

g, Microsoft Certified:
Azure Administrator, Cisco Certified Network Professional) are advantageous

Extensive knowledge of core collaboration services in Office 365, including

Exchange Online Mailbox Management

Microsoft Teams

SharePoint Online

OneDrive for Business

Email security and archive technologies.

Third-party mail filtering solutions

Working knowledge of core AzureAD (Entra) identity management and related objects, including:

Users

Traditional Groups (Security, Distribution)

Office 365 Groups

Azure AD Connect

Azure MFA

SSPR
Excellent communication, interpersonal, and problem-solving skills

Ability to work independently and as part of a team.

Nice to have.
Microsoft MDM and Intune Experience

Security Certifications

Microsoft Certifications

And other relevant Industry Certifications

Office 365 Portal and Licensing Management Experience

Experience Managing Apple MAC devices.

IP Telephony Experience

Additional Job Details:

  • Set-up and Location: Onsite - Level 36 Robinsons Cyberscape Gamma, Topaz Rd, Ortigas Center, Manila, Metro Manila
Work Schedule: 9:00 AM to 6:00 PM (AEDT) | 7:00 AM to 4:00 PM (PH Time)

  • Employment Type: Full-timeAll interviews and other hiring requirements are done virtually or through video calls or emails.
RequirementsBachelor's degree in Computer Science, Software Engineering, or related field.

Minimum 3+ years of experience in a Level 2 Service Desk Support or similar role within the Australian IT Services sector.

Proven track record of successfully resolving IT support issues. Proficient in troubleshooting hardware and software issues. Familiarity with Active Directory and group policies. Experience using help desk software and remote support tools. Experience with Autotask and Halo. Experience with the basics of managing Microsoft 365 Tenants. Understanding of how CRM systems work Excellent verbal and written communication skills. Ability to convey technical information clearly and understandably. Dedication to providing exceptional customer service. Ability to empathize with end-users and understand the impact of technical issues on their work. Set-up and Location: Work from
Home Work Schedule: 9:00 AM-6:00 PM (AEST) | 7:00 AM-4:00 PM (PH Time)

Employment Type:
Full-time

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