L2 Systems Engineer (AU Tech, Hybrid)

Working arrangement: Hybrid Working Hours: 7:00 AM to 4:00 PM (PHT) Skills Required: - Experience using ConnectWise or other ITSM tools - Ability to deal with busy, high-pressure situations - Excellent Communication skills and attention to detail - High level of customer service and ability to comply with Service Management processes - Good knowledge of End User Compute & Terminal Services - Experience managing desktop user profiles, Outlook and network printers - Demonstrate a professional behavior when interacting with suppliers, staff and customers - Ability to maintain detailed and accurate records - Ability to work independently with minimal supervision What will you do? - Field incoming end user calls, emails and tickets - Log all Incidents and Service Requests accurately in the ITSM tool - Prioritise and schedule resolution of tickets and escalate as needed - Ensure customer Service Level Agreements (SLA) and customer expectations are met - Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets - Installing and configuring computer hardware, software, systems, printers and scanners - Investigating, diagnosing and resolving computer software and hardware faults including repairing equipment and replacing parts where applicable - Adhere to the Service Desk Procedures outlined as part of this employment - Support and contribute the team and company culture - Mentor junior staff members and be actively involved in their development - Escalation point for team members and clients Nice to have: - Experience using Kaseya or other RMM tools - Demonstrate understanding of ITIL processes - Experience supporting Microsoft products e.g. Windows7, Windows10 and O365 - Experience supporting English speaking countries Join the awesome team and enjoy these benefits & perks: Hybrid (3x onsite and 2x WFH per week) Medical, Dental Coverage and Life insurance from day 1 of employment Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) Competitive salary package and annual appraisal Financial Assistance Program Mandatory Government Benefits and 13th Month Pay Complimentary Sleeping Quarters, Coffee at no cost Complimentary Office Fitness and Wellness Facilities at no cost Regular Company Events, Work Life Balance, and Career growth opportunities Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA JOIN CONNECTOS NOW! ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. Get the amazing chance to work for our client --- Australia's top supplier of office products for small and medium-sized businesses, students, and households, with a nationwide presence and over 3 billion dollars in revenue. #JoinConnectOS #ConnectOSCareers #ConnectOSNonTech Equal Employment Statement Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processed.