Pasig City Jobs L1 Service Desk (telco Exp) | Shifting – Onsite Ortigas Position at Satellite Office

Job Info

Company	Satellite Office
Position	L1 Service Desk (telco Exp) | Shifting - Onsite Ortigas
Region	Pasig City
Career Level	1-4 Years Experienced Employee
Work Experience	3 years
Qualification	Bachelor's/College Degree
Type of Work	Full-Time
Minimum Salary	PHP 40.000
Maximum Salary	PHP 50.000

L1 SERVICE DESK (MANAGED SERVICES CONSULTANT)

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS AN L1 SERVICE DESK (MANAGED SERVICES CONSULTANT)?

Our awesome client, a leading telecommunications company based in Australia is looking for a L1 Service Desk (Managed Services Consultant) to join their team.

This position will work within the FSG Service Support team and part of the overall products and services teams. The role will provide service delivery and support of our entire product stack including Managed IT, Connection Services, Cyber Security and Voice Services.

Please note this role is full-time and can be based in Launceston, Hobart or

Brisbane. We are looking for motivated candidates with a passion for IT and

building relationships within the industry. 

Primary Purpose:

• Delivery of Level 1 and 2 Managed IT, Network, Telco and (in scope) Application support services for Managed Service Desk Clientele
• Delivery of Level 1 and 2 Managed IT, Network, Telco and (in scope) Application support services
• Take incoming support calls and log incidents/requests in to ServiceNow as required
• Plan and implement automation of IT operations to improve efficiency for FSG and our customers
• Provide operational support and implement policies and procedures to ensure consistency with company vision and strategic goals
• Provide Level 1 and Level 2 technical support to our Managed Services and ICT Clients via onsite, telephone, email and remote support tools
• Resolve incidents assigned to you in a timely manner ensuring customer service and client outcomes are paramount
• Triage incoming client calls and incidents and manage escalations to Level 3 SME’s, as required.
• Track and manage all support services and documentation using FSG’s Service
• Management processes
• Monitor and action alerts from client monitoring systems

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Implementation and maintenance of the Managed Service Support Teams, and customer’s operational environments.
• Maintain consistent operation of multi-user computer systems, including network and application
• Assist to deploy and manage patches, firmware, backups and new feature roll-out following change management processes
• Assist sales team with pre-sales support to new and existing customers. Assist in the delivery of Customer ICT projects and handover to Service, Support, and operational teams.
• Work with customers to assist with their transition to FSG services
• Ensure that work and changes are performed in such a way as to minimize all disruption to existing business use.

Scope of Work Performed:

• This position operates under the direction and supervision of the Service
• Support Manager and when advised, the Service Delivery Manager for related Service Delivery tasks.
• The occupant will need to exercise considerable independence and autonomy in the role
• Be an integral component in the successful operations of Managed Service Desk
• Clientele and relevant internal activities on time, within the resources allocated and to a high level of quality
• Be available to travel and work outside of business hours. Assist with on-site and off-site infrastructure builds
• Demonstrate initiative, flexibility and creativity in identifying and escalating
• Be proactive in providing advice and solutions to meet business needs.
• Be available to do 24/7 on-call duties as part of a larger roster, as agreed with the relevant Manager
• Be available to complete delivery of projects outside of normal business hours

WHAT ARE WE LOOKING FOR?

• Experience working in an Enterprise environment
• Excellent organization skills
• Ability to prioritize, multi-task and manage workloads
• High level Windows Desktop and Server administration
• Cloud architecture (VMWare vSphere, vCenter, MS Azure)
• Experience with MS Office Suite and Microsoft 365 Services
• Experience with Anti-Virus / Malware suites and processes
• Experience with Backup suites and processes
• Network equipment administration (firewalls, routers, APs, etc)
• Ability to develop effective administration and support systems documentation.
• Able to work in a pressured environment ensuring attention to detail is maintained and meet agreed deadlines
• Excellent communication skills
• Ability to create clear and concise documentation

Desirable Skills:

• Experience with any of the following product’s processes or technologies:
• SIP
• 3CX Phone System
• Fortinet Security Products and Services
• ITSM Toolsets
• Exposure to networking in a service provider environment (Mikrotik / Cisco)
• Experience in ITIL Framework
• Industry certification (MCSE, CCNA, NSE, etc.)

Apply for Work

Company Description

Company Info

• Industry: Call Center/IT-Enabled Services/BPO
• Company Size: 501 - 1000 Employees
• Average Processing Time: 21 days
• Benefits & Others: Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), • Competitive compensation and benefits packages
• Specific Location: Uptown, BGC