The role will primarily focus on service desk operations. The goal will be to resolve incidents and attend to service requests, remove errors and problems with IT hardware, and support business and customer support processes. The L2 SDP will provide inbound call support to Velonex clients. The support engineer will ensure that end users are receiving appropriate assistance. This includes the responsibility of managing of procedures related to the identification, prioritization, and resolution of end-user incidents/requests in a timely and professional manner.

1. Provide inbound call support for user incidents and service requests in a timely and professional manner.
2. Update incidents and service requests promptly and escalate issues with detailed notes on analysis.
3. Ensure operational stability and reliability of the site infrastructure that supports the productivity tools and business systems/applications of customers.
4. Participates in IT infrastructure administrative services and IT project service initiatives as and when required.
5. Provide technical support on call and email.
6. Develop and maintain expertise across a range of subject areas and gain sufficient familiarity with associated processes.
7. Take phone calls/emails from customers and log the requests in ConnectWise Manage.
8. Ability to support and handle senior managers and VIP users.
9. Ability to effectively manage and prioritize the work.
10. Comply with PBPO HR, Quality, HSE, and all the company policies, procedures, workflows, and guidelines.
11. Performs all other duties as assigned by supervisor/manager.

• Bachelor or associate degree in information technology with at least 5 years’ experience in a service Desk L2 role.
• Should be MS Azure and MS 365 certified.
• Ability to converse fluently in English.
• Strong knowledge of IT infrastructure (desktops, software, networking, and communication systems).
• Broad understanding of technologies used like Windows 11, Server 2016 and up, Office 365, Azure Entra ID, Exch Admin, MAC OS, and MAC Books.
• Proven ability to successfully collaborate with a group of systems and business professionals in a service group capacity.
• Takes initiatives to identify opportunities/problems and ensure appropriate action is taken.
• Able to work under pressure, excellent team player, well organized with strong problem-solving skills, has process skills, and is respectful to users.

13th-month salary

Job Type: Full Time
Work-from-home setup
Salary up to 55k pesos