L2 Service Desk Engineer (IT Support)

TL;DR

L2 Service Desk Engineer (IT Support): Providing advanced technical support and resolving complex IT incidents for end-users with an accent on infrastructure maintenance and system reliability. Focus on troubleshooting hardware, software, and network issues while collaborating with L1 teams and ensuring compliance with security standards.

Location: Must be based in the Philippines (Work From Home)

Company

hirify.global is a professional services provider specializing in offshore staffing solutions.

What you will do

• Provide advanced technical support to resolve complex IT issues including hardware, software, and network problems.
• Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests.
• Perform root cause analysis and implement solutions to prevent the recurrence of technical issues.
• Manage and maintain IT infrastructure, including servers, networks, and systems.
• Monitor system performance to ensure high availability and reliability.
• Document technical procedures and provide training to L1 support staff and end-users.

Requirements

• Must be based in the Philippines.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 3+ years of proven experience as an L2 Service Desk Engineer or similar role.
• Strong knowledge of Windows, Linux, Active Directory, Office 365, and virtualization.
• Experience with ConnectWise PSA, SharePoint, Server Management, PowerShell, and security alert investigation.
• Familiarity with ITIL framework and best practices.

Nice to have

• CompTIA A+ certification.
• Network+ certification.
• Microsoft Certified: Modern Desktop Administrator Associate.

Culture & Benefits

• HMO, Dental, and Life Insurance for you and one dependent from day one.
• Paid leaves including birthday, vacation, medical, and maternity leave.
• Vacation leaves convertible to cash on your anniversary.
• Regular employee engagement activities like team building and family days.