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, 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) (Nice to Have)
Certifications (Microsoft/ITIL) (Nice to Have)

Responsibilities

Resolving scheduled incidents and service requests from clients assigned by the Service Desk Team Leader
Escalating issues to senior teams when necessary
Primarily providing remote support to troubleshoot and resolve customer pain points, keeping customers updated on progress
Citrix and Remote Desktop application, system, and printing support, as well as 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 log minimum hours for customer-facing time and queue management to meet KPIs
Mentoring and taking escalations from the frontline team
Occasional after-hours phone, project work, and server maintenance tasks if called upon

Skills

Key technologies and capabilities for this role

Windows ServerWindows 10CitrixRDPTerminal ServicesExchange ServerMicrosoft 365VOIP8x83CXMitelSkype for BusinessActive DirectoryGroup PolicySharePointNetworkingFirewallsVMwareHyper-V

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 where is it located?

The role is hybrid and based at Mega Tower, EDSA, Metro Manila.

What are the essential skills required for this position?

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

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 and coffee, office fitness facilities, regular events, work-life balance, and career growth opportunities.

What makes a strong candidate for this role?

A strong candidate has the essential skills in Windows Server, desktop support, Citrix/RDP, Exchange, VOIP, printers, and networking; nice-to-haves like VMWare/Hyper-V exposure and Microsoft/ITIL certifications will strengthen the application.

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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