Tier 2 Service Desk Specialist | Hybrid-Ortigas (617)

Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance. We are currently looking for a Tier 2 Service Desk Specialist to join our growing team. What’s in it for you?

• Competitive Compensation
• Transportation Allowance
• Rice Allowance
• 25% Night Differential Pay
• Life Insurance (Active on day 1)
• HMO Coverage (Active on day 1)
• HMO for up to 3 dependents (Upon regularization)
• Annual Performance-based Salary Increase
• Perfect Attendance Bonus
• Mid-Year Bonus
• 13th Month Pay
• Company provided equipment

Job Summary: The Tier 2 Service Desk Specialist is responsible for providing technical support to clients by resolving various customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose-driven, providing personalized support, and executing with tenacity. This role will be empowered to leverage the organization’s ticketing platform and dashboards to manage your ticket queue and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment. Roles and Responsibilities:

• Provide remote technical support to clients, resolving a variety of customer service issues.
• Handle technical support for both Windows and Mac Operating Systems.
• Manage and troubleshoot Windows Server Operating Systems.
• Assist with desktop applications and encryption technologies such as Bitlocker and Symantec.
• Support Microsoft Active Directory, Remote Desktop Services, and Exchange.
• Create and manage virtual machines on physical servers with virtualization technologies, such as VMWare and Hyper-V.
• Work with backup solutions and applications such as Datto and Veeam.
• Knowledge of network protocols (TCP/IP, DHCP, DNS, etc.).
• Configure and troubleshoot networking components, including switching, routing, and firewalls.
• Use cybersecurity solutions such as OpenDNS and Barracuda to enhance network security and protect against various online threats.

Required Qualifications:

• Bachelor’s degree in information technology or a related field.
• At least three (3) to five (5) years of experience in technical support, help desk, or network support positions.
• Must have a stable employment history.
• Strong foundational knowledge of server hardware, server operating systems, and networking.
• Familiarity with Windows and Mac Operating Systems, Windows Server Operating Systems, desktop applications, encryption technologies, Active Directory, and more.
• Clear and coherent in both written and verbal communication skills to communicate effectively with both colleagues and clients.
• Proficiency in network troubleshooting and an understanding of network topologies are important for resolving technical issues.
• Good interpersonal skills, being patient, professional, and pleasant when dealing with clients, even in stressful situations.
• Strong critical thinking and problem-solving skills are required to find solutions to technical issues efficiently.
• Ability to work with minimal supervision, prioritize tasks, and manage multiple tasks with attention to detail is important.
• Demonstrated maturity in judgment and the ability to provide guidance to others are valuable, especially if you're in a senior or specialist role.
• Ability to handle stress and pressure consistent with the job duties.

Desired Qualifications:

• Preferred certifications include CompTIA Network+, MCSA, CCNA.
• Preferably with MSP experience.

Work Condition:

• Work schedule: 11pm – 8am, Monday-Friday PH time
• Hybrid (Site and WFH) - 3 days onsite, 2 days WFH
• Ortigas office: 29th floor, Discovery Suites Manila, ADB Avenue, Ortigas, Pasig City - in front of the Podium Mall

Recruitment Process:

1. Initial Interview
2. Pre-Employment Assessment Exam

• Aptitude Test and Accounting Test
• Internet Speed Test
• Typing Test
• Recruitment Form and Essay

• Hiring Manager Interview
• Client Interview

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