L2 Service Desk Engineer | AU | WFH

Category: Technology Location: Ortigas, Pasig City National Capital Region (Manila) Philippines Setup and Location: Work From Home Work Schedule: 6:00 AM – 3:00 PM AEDT | 4:00 AM – 1:00 PM PHT Employment Type: Full-Time Ready to do work that actually excites you? We are seeking a skilled and proactive L2 Service Desk Engineer to join our IT support team. The ideal candidate should have experience with ConnectWise PSA, Microsoft 365, SharePoint, Server Management, Active Directory, PowerShell, and investigating security alerts. This role involves providing advanced technical support, resolving complex issues,and ensuring the smooth operation of our IT systems while collaborating closely with L1 support and other IT teams. What You'll Do: You’ll be the kind of person who: Provide advanced technical support to resolve complex IT issues for end-users, including hardware, software, network, and application problems. Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests. Troubleshoot and diagnose technical problems using various tools and methodologies. Perform root cause analysis and implement solutions to prevent the recurrence of issues. Manage and maintain IT infrastructure, including servers, networks, and systems. Assist in the deployment, configuration, and maintenance of IT equipment and software. Monitor system performance and ensure high availability and reliability. Document and maintain technical procedures, user guides, and knowledge base articles. Collaborate with other IT teams to resolve cross-functional issues and implement new technologies. Participate in on-call rotation and provide after-hours support as needed. Ensure compliance with IT policies, security standards, and best practices. Provide training and guidance to L1 support staff and end-users to enhance technical skills and knowledge. Requirements What You Bring We’re looking for someone who: Bachelor’s degree in Information Technology, Compute