Service Desk Engineer L2 (AU IT Services, Hybrid) at Connectly

Mandaluyong, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

IT ServicesIndustries

Requirements

Practical knowledge and experience working with Windows Server from 2008 through 2016
Strong desktop support skills for Microsoft Windows 7 through 10
Experience with troubleshooting and administrating Terminal Services, RDP, and Citrix server roles
Administration of Exchange 2010 through 2016 with Microsoft 365 Exchange
Experience with VOIP systems such as 8x8, 3CX, Mitel, or Skype for Business
Knowledge of printer configuration for print servers, scan to email, and pass-through in Citrix
Solid understanding of Networking including Firewalls, routers, and managed switches
Exposure to VMWare and Hyper-V technologies (simple maintenance and troubleshooting)
Certifications (Microsoft/ITIL) would be advantageous
Apple system experience

Responsibilities

Resolving scheduled incidents and service requests from clients assigned by the Service Desk Team Leader
Escalating issues to senior teams as needed
Primarily providing remote support to troubleshoot and resolve customer pain points, keeping customers informed of progress
Citrix and Remote Desktop application, system, and printing support, in addition to local workstation support
Troubleshooting and administrating Active Directory, Group Policy, and the Microsoft 365 suite (including Exchange and SharePoint)
Performing initial network troubleshooting and diagnosis
Maintaining accurate logs and meeting KPI’s through minimum hours for customer facing time and queue management
Mentoring and taking escalations from the frontline team
Occasional after-hours phone, project work, and server maintenance tasks as required

Skills

Key technologies and capabilities for this role

Windows ServerWindows 7-10RDPCitrixTerminal ServicesExchange ServerMicrosoft 365VOIP8x83CXNetworkingFirewallsRoutersActive DirectoryGroup PolicySharePoint

Questions & Answers

Common questions about this position

What is the salary for this Service Desk Engineer L2 position?

This information is not specified in the job description.

Is this role remote or hybrid, and what are the location details?

The position is hybrid, primarily providing remote support within a hybrid work environment.

What are the essential skills required for this role?

Essential skills include practical knowledge of Windows Server 2008-2016, strong desktop support for Windows 7-10, troubleshooting Terminal Services/RDP/Citrix, Exchange 2010-2016 with Microsoft 365, VOIP systems like 8x8/3CX, printer configuration, and networking with firewalls/routers/switches.

What benefits does ConnectOS offer?

Benefits include hybrid work setup, medical/dental/life insurance from day 1, paid vacation and sick leave with quarterly conversion, competitive salary and annual appraisal, financial assistance, mandatory government benefits and 13th month pay, complimentary sleeping quarters, coffee, and office fitness/wellness facilities.

What makes a strong candidate for this position?

Strong candidates will have all essential skills like Windows Server, desktop support, Citrix/RDP, Exchange, VOIP, printers, and networking experience; nice-to-haves like VMWare/Hyper-V, Microsoft/ITIL certifications, and Apple experience will be advantageous.

Connectly

AI-powered marketing automation for e-commerce

About Connectly

Connectly.ai automates sales and marketing for e-commerce businesses through its AI-powered platform, Sofia AI. This platform integrates with popular e-commerce systems like Shopify and Vtex, allowing for automated, personalized conversations with customers across various channels. Connectly.ai stands out by significantly reducing time spent on administrative tasks and improving the sales closing process. The company's goal is to enhance efficiency and sales for e-commerce businesses.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$33.7MTotal Funding

SERIES_BCompany Stage

Consumer Software, AI & Machine Learning, Consumer GoodsIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Company Equity

Risks

Increased competition from Alibaba's AI initiatives could overshadow Connectly's offerings.

Reliance on Shopify and Vtex poses risks if they develop their own AI solutions.

Rapid AI advancements require Connectly to continuously innovate to stay competitive.

Differentiation

Connectly.ai automates sales and marketing for e-commerce with AI-powered Sofia AI platform.

The platform integrates seamlessly with Shopify and Vtex, enhancing user experience and sales.

Connectly.ai supports over 20 languages, including local slang, for personalized customer interactions.

Upsides

Connectly.ai raised $20 million in Series B funding led by Alibaba in 2023.

The platform's AI-driven personalization boosts conversion rates and customer satisfaction.

Connectly.ai's multilingual support enhances global customer engagement and market reach.

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