L2 Helpdesk Engineer

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October 24

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ScalableOS

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B2B • SaaS • Staffing

ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

201 - 500 employees

🤝 B2B

☁️ SaaS

📋 Description

• Receive and log incidents and service requests via phone, email, ticketing system, and other communication channels. • Perform initial troubleshooting to identify and resolve common hardware, software, and network issues. • Follow established procedures to document all interactions, troubleshooting steps, and resolutions in the ticketing system. • Escalate complex or unresolved issues to Level 2 support or other specialized teams as needed. • Monitor incident queues and ensure timely response and resolution within defined service level agreements (SLAs). • Provide clear and concise communication to end-users regarding the status of their requests. • Process standard service requests, such as password resets, account unlocks, software installations, and hardware setups. • Follow documented procedures to fulfill service requests efficiently and accurately. • Ensure accurate inventory management of hardware and software assets. • Contribute to the development and maintenance of knowledge base articles and troubleshooting guides. • Stay up-to-date with current technologies and best practices. • Provide excellent customer service by maintaining a professional and courteous demeanor. • Manage customer expectations and ensure satisfaction with service delivery. • Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals.

🎯 Requirements

• At least 3 years of experience in a help desk role • Windows 10/11 and Server Knowledge: knowledge of Windows 10/11 and server is non-negotiable for the role. • Cloud Services (Azure): Experience with cloud services, specifically Azure, is preferred but not a strict requirement • MSP Environment Experience: Experience working in a Managed Service Provider (MSP) environment • Desktop Support and Network Troubleshooting: Candidates should have an extensive background in desktop support and be capable of level 2 network troubleshooting. • Ticketing tools: experience with any ticketing system, such as Auto Task, ServiceNow, or ConnectWise, would be acceptable. • Strong understanding of basic IT concepts, including hardware, software, networking, and operating systems. • Proficiency in troubleshooting common hardware and software issues. • Excellent communication, interpersonal, and customer service skills. • Ability to work independently and as part of a team. • Strong problem-solving and analytical skills. • Ability to prioritize and manage multiple tasks effectively. • A+ or other relevant IT certifications are a plus.

🏖️ Benefits

• Health insurance • Long-term work-from-home arrangement