L2/L3 IT Specialist | Night Shift - Muntinlupa

Discover your 100% YOU with MicroSourcing!

Work setup & shift: Hybrid | Night shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Client Care Specialist, you will:

• Manage heldesk support process and direct L1 staff.
• Manage end to end support of a Support Ticket/Task/Project.
• Critically think about support issues.
• Work with other employees to ensure that all client issues are taken care of.
• Complete reports as needed for management.
• Monitor support queues and determine request type: Support, Task or Project
• Monitor L1 Technician tasks and assist as necessary.
• Process escalate as necessary to L3.

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Maintain daily performance of computer systems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Work on IT projects as needed for management such as setting up new server domain and workstation environments, troubleshooting difficult issues and providing help desk management.
• Provide daily guidance to clients in how to use basic Windows programs if needed.
• Diagnose hardware and software issues. Advise management on hardware replacement if necessary and installing new hardware and software on clients' machines.

• Proactively call client contacts and inquire how systems are working, etc. and offer assistance.
• Respond to customers seeking help, document issues and resolving computer problems.
• Ask detailed questions to determine the nature of the problem.
• Follow up with customers to ensure issue has been resolved.

What You Need:

• Mid to advanced knowledge in Windows server design and implementation, VMware, Hyper-V, SAN, and LAN/WAN routing and switching
• Hands on experience with designing, implementing and supporting past and current Windows server platforms: Server 2008, 2012, 2016, 2019, 2022
• Exchange Server 2010 — 2019 administration
• Office/Microsoft 365 and Azure Server implementation and management experience
• Experience with hypervisor implementation, tuning management and troubleshooting, including V2V and P2V migrations
• Experience with implementing routing and switching such as VPN, VLANs, deep traffic and packet level analysis
• Windows 10 installation, recovery, support, and maintenance
• Active Directory and Group Policy administration
• DNS, DHCP, TCP/IP administration

• All skills and responsibilities described in the Level I Support Specialist Job Description.
• Ability to guide and work with our other employees and assist them in resolving complex client computer issues.
• Ability to work independently and with others on completing IT Projects.
• Good customer service skills.
• Clear communication skills in English language (written and speech).
• Good customer questioning and problem-solving skills.
• Willingness to learn.
• Ability to formulate and implement plans that will result in the provision of excellent customer service.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

• Terms & conditions apply