Global Service Desk Engineer - Level 2

Trtglobal SolutionsClark Freeport ZoneProbationary

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Job description

Global Service Desk Engineer - Level 2 at Trtglobal Solutions.

About the role

Trtglobal Solutions is seeking a dedicated and skilled Global Service Desk Engineer at Level 2 to join our dynamic team in Clark Freeport Zone, Pampanga, Philippines. This position is essential in ensuring that our global clients receive exceptional support and service for their technical issues. As a Level 2 engineer, you will be responsible for troubleshooting complex problems, providing solutions, and ensuring that our service desk operates efficiently. This role offers an to work in a fast-paced environment while enhancing your technical skills and contributing to our mission of delivering top-notch IT services.

Key facts

Location: Clark Freeport Zone

Engagement: Probationary

What you'll do

Provide advanced technical support to end-users for hardware, software, and network-related issues through various communication channels, including phone, email, and chat.
Diagnose and resolve complex technical problems that have been escalated from Level 1 support, ensuring timely and effective solutions.
Collaborate with cross-functional teams to identify recurring issues and implement long-term solutions to improve service quality.
Maintain accurate records of support requests and resolutions in the ticketing system, ensuring all documentation is up to date.
Assist in the development and maintenance of knowledge base articles to empower users and improve the efficiency of the support team.
Monitor system performance and conduct regular audits to ensure compliance with company policies and security standards.
Participate in training sessions and workshops to stay current with the latest technologies and best practices in IT support.
Contribute to the continuous improvement of service desk processes and procedures, providing feedback and suggestions for enhancements.
Act as a mentor to junior team members, sharing knowledge and best practices to foster a collaborative team environment.
Engage with clients to understand their needs and provide tailored solutions that enhance their overall experience with our services.
Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction ratings through effective communication and problem-solving skills.
Prepare and present reports on service desk performance metrics to management, highlighting areas for improvement and success stories.

Requirements

A minimum of 3 years of experience in a technical support or service desk role, preferably in a global environment.
Strong understanding of ITIL principles and experience working in an ITIL-based service management environment.
Proficiency in troubleshooting Windows and Mac operating systems, along with common software applications and hardware components.
Experience with remote support tools and ticketing systems, such as ServiceNow or Jira, to manage and track support requests.
Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users effectively.
Strong analytical and problem-solving skills, with a keen attention to detail and the ability to work under pressure.
Ability to work independently as well as collaboratively within a team, demonstrating a proactive approach to tasks and responsibilities.

Nice to have

Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
Familiarity with networking concepts, including TCP/IP, DNS, and DHCP, as well as experience with network troubleshooting tools.
Experience in supporting cloud-based applications and services, such as Microsoft 365 or Google Workspace.
Knowledge of scripting languages (e.g., PowerShell, Python) for automating routine tasks and improving efficiency.
Previous experience in a customer service-oriented role, demonstrating a strong commitment to client satisfaction.
Multilingual skills, particularly in languages relevant to our client base, are a plus.

Skills & tools

Proficient in Microsoft Office Suite, remote desktop applications, and ticketing systems.
Familiarity with Active Directory, Exchange, and other enterprise-level software solutions.
Strong understanding of cybersecurity principles and best practices to ensure data protection and compliance.

Practical notes

This position is probationary, allowing for evaluation of performance and fit within the team.
Candidates should be prepared to work flexible hours, including potential shifts to accommodate global clients.
The salary for this role will be competitive and commensurate with experience, with additional benefits discussed during the interview process.