IT Service Desk - Level 2

Ortigas Pasig City

Full-Time

Office-Based

Receives incidents from the L1’s for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident
Performs deep analysis and investigation of the incident received from the L1’s.
Diagnose faults and determine whether new incidents are related to known errors or existing incident records
In case of major or P1 incidents, L2 application support is expected to diagnose and to identify root cause and provide a workaround or solution to the incident as quickly as possible within the scope of his or her level.
Directly communicates with end customers and corporate partners for additional information of the incident.
Escalates to the L3’s when technical skills are out of scope to complete the tasks or do not solve the incident.
Contributes to the knowledge base essential for continuous process improvement for the L1’s and for his own role.

Candidate must possess at least a Bachelor's/College Degree , Engineering (Computer/Telecommunication), Information Technology or equivalent.
At least 2 year(s) of working experience in the related field is required for this position.
Experience in AWS (Cloudwatch, Cloudtrail, Lambda, EC2) will be an added advantage
Experience in MS SQL, MySQL, MS Windows Server, Linux, New Relic, SQL , JIRA
Experience supporting Microsoft Office Professional or O365 environments.
Has an eyes for detail , willing to be trained, and fast learner
Has good software documentation skills.
Must have strong analytical and problem-solving skills.
Willing to work in Ortigas, Pasig City