L2 Service Desk Engineer

L2 Service Desk Engineer

Department: Service Delivery
Work Setup: Work From Office (Onsite) – BGC, Taguig
Shift: Rotational Shifts Aligned with EST Business Hours
Employment Type: Full-Time

About the Role

Are you passionate about troubleshooting technical issues and delivering excellent IT support? Join IT By Design as an L2 Service Desk Engineer, where you'll help maintain reliable IT environments by diagnosing and resolving technical issues for end users.

In this role, you'll handle escalated support requests involving Windows environments, desktop hardware, business applications, user access, and connectivity. You'll take ownership of incidents, document troubleshooting activities, and collaborate with technical teams to deliver timely solutions that meet established service-level agreements (SLAs).

We're looking for a technically capable, customer-focused professional who enjoys problem-solving and can work effectively in a fast-paced IT support environment.

Key Responsibilities

• Technical Troubleshooting: Investigate and resolve escalated issues involving desktop operating systems, hardware, software, and end-user devices.
• Windows Support: Maintain and troubleshoot Windows desktop environments, domain-connected devices, and common operating system issues.
• Active Directory Administration: Manage user accounts, access permissions, and account-related troubleshooting.
• Microsoft Office Support: Diagnose and resolve issues involving Microsoft Office applications and productivity tools.
• Network and VPN Support: Troubleshoot desktop connectivity, client VPN configurations, and network access issues.
• Application Management: Install, configure, and troubleshoot business applications and end-user software.
• Printer and Peripheral Support: Configure, maintain, and troubleshoot printers and other connected devices.
• Endpoint Security: Assist with desktop antimalware administration and resolve common endpoint protection issues.
• Incident and Ticket Management: Maintain accurate ticket documentation, prioritize requests, track progress, and escalate complex issues when needed.
• SLA and Service Quality: Work toward agreed resolution timelines, service delivery targets, and customer satisfaction standards.
• Team Collaboration: Coordinate with internal support teams to resolve technical issues and maintain service continuity.

Qualifications and Requirements

• A bachelor's degree in Information Technology, Computer Science, or a related field is preferred. Candidates with relevant technical education or equivalent practical experience are welcome to apply.
• At least 2–3 years of experience in IT support, desktop support, or service desk operations.
• Hands-on experience supporting Windows desktop operating systems and Windows domain environments.
• Working knowledge of Active Directory user management and troubleshooting.
• Experience supporting Microsoft Office applications, desktop hardware, printers, and business software.
• Familiarity with VPN troubleshooting and basic network connectivity concepts.
• Strong English communication skills, both written and verbal.
• Excellent analytical and problem-solving abilities.
• A customer-focused mindset with a strong sense of ownership and accountability.
• Ability to manage multiple tickets, meet deadlines, and work effectively under pressure.
• Willingness to work onsite in BGC, Taguig, on rotational shifts aligned with US business hours.

Preferred Qualifications

• Exposure to Microsoft 365 administration and support.
• Familiarity with Microsoft Entra ID and cloud-based user management.
• Experience supporting international clients or working in a Managed Service Provider (MSP) environment.
• Relevant certifications such as CompTIA Network+, Microsoft Azure Fundamentals (AZ-900), MCSA, or ITIL Foundation.

Skills and Competencies

• Strong technical troubleshooting and incident resolution skills.
• Clear communication and professional customer service.
• Effective prioritization and time management.
• Attention to detail in ticket documentation and technical procedures.
• Adaptability in a fast-paced, service-oriented environment.
• Commitment to teamwork, continuous learning, and professional development.

Benefits:

• Health insurance
• Life insurance
• Staff meals provided
• Transportation service provided

Application Question(s):

• Are you amenable to work Full Onsite in BGC Taguig and Night Shift?
• How much is your expected salary?

Work Location: In person