L2 IT Helpdesk (AU IT, WFH)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: P60,000 to P80,000 (Monthly Package)
• Schedule: Monday-Friday (05:30 AM - 04:00 PM Manila Time)

ConnectOS is seeking a skilled and experienced IT Support Specialist to join our growing team. This role will be responsible for providing Level 2 support, troubleshooting complex IT issues, and ensuring client satisfaction.

Requirements

• Experience: At least 5-7 years of experience in IT Helpdesk or a similar role.
• MSP Experience: Proven experience in handling Managed Services Provider (MSP) environments.
• Active Directory & Group Policies: Expert knowledge of Active Directory, Group Policies, user accounts, and permissions management across various environments.
• Microsoft 365 Expertise: Strong proficiency in Office 365 applications, including Azure (EntraID), Exchange Online, SharePoint, and Teams administration.
• Ticketing Tools: Experience using ConnectWise or similar ticketing tools.
• Nice to Have:
  • Background in being a project technical lead or similar experience.
  • Outside-the-box thinking and the ability to work independently.
  • Microsoft and Azure certifications.
  • Knowledge in Cybersecurity (ISO 27001).
  • Ability to work independently with minimal supervision.

Responsibilities

• Escalation Support: Act as an escalation point for Level 1 technicians, resolving more complex IT issues.
• Troubleshooting: Troubleshoot and resolve issues related to Windows, MacOS, Microsoft 365, network connectivity, Citrix, and cloud services.
• End-User Training: Conduct basic end-user training on security best practices, Microsoft 365 tools, and IT policies when needed.
• Ticket Management: Ensure tickets are properly categorized, documented, and updated in ConnectWise.
• SLA Compliance: Meet or exceed SLA response and resolution times, escalating overdue tickets appropriately.
• Patching & Updates: Apply patching and security updates for endpoints and servers as part of regular maintenance.
• Onboarding & Project Lead: Assist with new client onboarding and serve as the project technical lead.
• Audits & Compliance: Participate in client audits, ensuring IT infrastructure aligns with security and best practices.
• Knowledge Base: Document new solutions, troubleshooting steps, and client-specific configurations in the knowledge base.
• Staying Updated: Stay updated with emerging IT trends and security threats to provide proactive recommendations.

Application Instructions

• To apply, please submit your resume and cover letter to [Insert Application Email or Link Here].

Company Information

ConnectOS is a Melbourne-based IT, cybersecurity, and web solutions provider offering integrated services to businesses of all sizes. Their strength lies in its holistic approach, combining IT, digital, and web strategies into a single, streamlined solution. ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Benefits & Perks:

• WFH (Work From Home)
• Medical, Dental, and Life Insurance (from day 1)
• Paid Vacation and Sick Leave
• Quarterly Sick Leave Conversion
• Competitive Salary Package and Annual Appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events
• Work-Life Balance
• Career Growth Opportunities

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.

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