Service Desk Technician II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address escalated tickets from Level 1 and ensure prompt resolution within the service level agreement (SLA).

• Diagnose issues related to Windows OS, Microsoft 365, email, remote access, and user access.

• Execute routine Active Directory functions, such as password resets, account unlocks, group memberships, and profile path management.

• Provide support for server-related tasks under the direction of senior engineers, including folder permission management, account provisioning, login failure resolutions, and RDP access troubleshooting.

• Assist users connecting through Remote Desktop Gateway/VPN and resolve issues related to sessions, credentials, or multi-factor authentication (MFA).

• Deploy, configure, and maintain workstation hardware, authorized applications, and peripheral devices.

• Help with patching, updates, and scheduled maintenance tasks as directed.

• Accurately document tickets, solutions, and standard operating procedure (SOP) revisions in the ticketing system.

⛳️ Requirements

• 2–3+ years of relevant experience providing technical support in a Managed Service Provider (MSP) or corporate IT setting.

• Proficient in Windows 10/11 and fundamental Windows Server administration (2016 or later).

• Experience with user and group management, shared folder permissions, log analysis, service restarts, and basic troubleshooting of AD/DNS/DHCP.

• Familiarity with Microsoft 365 administration tasks, including license assignments, mailbox management, MFA, and basic knowledge of Teams/SharePoint.

• Understanding of Remote Desktop Services/Remote Desktop Gateway, including resolving user access problems, session resets, and profile-related issues.

• Knowledge of DNS, DHCP, VPN, IP addressing, and basic firewall troubleshooting.

• Experience in supporting desktops, laptops, printers, mobile devices, and standard business applications.

• Excellent customer service, communication, and documentation skills.

• Preferred or ongoing certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent.

🏝️ Benefits

• Competitive salary.

• Progressive paid time off (PTO).

• Opportunities for career development and coaching.

• Enjoyable work environment!