Job Description
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
We are on the lookout for a highly skilled and experienced Level 3 Service Desk Engineer to play a key role in our IT support team. The successful candidate will be the cornerstone in resolving the most intricate technical issues escalated by Levels 1 and 2 support teams, showcasing a mastery in troubleshooting complex software, hardware, network issues, and ensuring top-notch security practices. This position is vital for maintaining optimal system functionality and performance, significantly contributing to user satisfaction and safeguarding business operations.
Key Responsibilities - Advanced Issue Resolution: Serve as the pinnacle of escalation for all high-level technical issues, adeptly diagnosing and solving complex problems across software, hardware, and networks, ensuring robust security measures are always in place.
- Networking, Servers, and Security Expertise: Utilize an extensive understanding of network architectures, server configurations (including cloud and on-premises solutions), and advanced security protocols to troubleshoot and resolve issues while improving system resilience against cyber threats.
- Strong Communications: Possess excellent communication skills, both written and verbal, to effectively convey technical information to non-technical stakeholders. They will be able to collaborate with team members, actively listen to feedback, and articulate their thoughts clearly and concisely. The ability to communicate complex technical issues in a simple and understandable manner is crucial for this role.
- Technical Leadership and Mentorship: Guide and mentor junior service desk staff, enhancing the team's capabilities in complex problem-solving, network management, server maintenance, and cybersecurity.
- Continuous Improvement: Collaborate with IT development and operations teams to pinpoint, design, and deploy fixes for systemic issues, advocating for enhancements in network, server, and security protocols.
- Incident and Problem Management: Own critical incidents, spearheading resolutions and maintaining clear communication throughout the process, with an emphasis on minimizing downtime and preventing future occurrences.
- Documentation, Reporting, and Project Support: Produce comprehensive documentation and reports detailing issues, resolutions, and preventive measures. Contribute technical acumen to IT projects, ensuring successful implementations.
Required Skills and Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field, with a strong foundation in networking, server management, and cybersecurity.
- A minimum of 5 years in IT support, including at least 2 years in a dedicated Level 3 support role, with demonstrated expertise in complex troubleshooting across software, hardware, networks, and security systems.
- Proficient in network architectures, server configurations (cloud and on-premises), and cybersecurity practices.
- Familiar with operating systems (Windows, macOS, Linux), database management, and ITIL practices, especially in incident and problem management.
- Excellent analytical skills, capable of working under pressure and communicating complex technical information effectively.
- Relevant certifications (e.g., CompTIA Network+, Security+, CCNA, MCSA) are highly valued.
What we Offers - Professional development opportunities, including support for certifications and training in cutting-edge technologies.
- A dynamic and supportive work environment where your contributions make a direct impact.
Must be willing to work in the office 5 days a week Must be willing to work 8pm - 5am Manila Time Must be willing to work on extended hours if necessary Must be willing to work on shifting schedule if necessary
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
