Helpdesk Technician Level 2
Operations – IT Services· Baguio City, Benguet, PH
WHO ARE WE?
Established in 2017, Pacificall Incorporated has been at the forefront of the outsourcing industry for 7 years. Our company headquarters is located in Ottawa, and we have multiple delivery centers across different regions, ensuring seamless and efficient service delivery.
– Our team of dedicated professionals brings extensive domain expertise and technical knowledge to deliver high-quality BPO services in line with international standards. We leverage the latest technologies to maximize operational efficiency, productivity, and cost savings for our clients.
Job Description: Helpdesk Technician Level 2
Position Summary: The primary focus of a level 2 technician is to assist our frontline technicians with issues that require more expertise and knowledge or simply a second set of eyes to diagnose the issue at hand. Level 2 technicians are expected to assist the front-line technicians with issues that the front-line technicians are unable to resolve in a timely manner.
Level 2 technicians are expected to monitor client and internal infrastructure for faults and are expected to diagnose and address infrastructure issues to the best of their abilities.
Reports to: Helpdesk Manager
Position Duties:
· Assist level 1 technicians with issues that the front-line technician is unable to address or diagnose.
· Monitor client and internal infrastructure for faults and to address where possible.
· Escalate infrastructure issues where the technician is unable to address the issue at hand.
· Document, track, and report on all infrastructure issues as they arise and while in progress.
· Assist with overflow of level 1 support requests as required.
· Ensure infrastructure is up and running optimally.
· Review infrastructure regularly and address performance, resource, and configuration issues.
· Perform client site visits to address deskside issues as required by the client / management.
· Assist with ongoing projects and deployments as needed from time to time.
· Perform routine infrastructure maintenance and document any problems discovered.
· Ensure that tickets from the MatrixIT monitoring systems are addressed in a timely fashion.
· Ability to deploy and support a variety of Microsoft Azure products such as AVD, and EntraID.
· Ability to deploy and support conditional access policies.
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Evening shift
- Shift system
Supplemental pay types:
- 13th month salary
- Overtime pay
- Performance bonus
Education:
- Bachelor’s (Preferred)
Experience:
- L2 Helpdesk Technician: 2 years (Preferred)
Language:
- English fluently (Preferred)
CALL TO ACTION
We are looking for superstar A-Player to join our growing team! Are you driven to be the best you can be on a daily basis? Are you dedicated to excellence and diligence in your work? Are you purpose and value driven? If so, we may be the perfect match for you! If you feel that you have the experience, skillset, and work ethic to excel in this role, we would love to hear from you as soon as possible!
Please note: Only shortlisted applicants will be contacted for Interviews.
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