L2 Support Engineer (AU Managed Services Provider, Home-based)
Description For L2 Support Engineer (AU Managed Services Provider, Home-based)
ConnectOS is seeking an L2 Support Engineer for their AU Managed Services Provider team. This home-based position is full-time, Monday to Friday (09:00AM to 06:00PM AEST). The ideal candidate will have experience with ConnectWise or other ITSM tools, excellent communication skills, and the ability to handle high-pressure situations. Key responsibilities include fielding end-user calls, logging incidents, prioritizing tickets, and ensuring SLAs are met. The role involves supporting Microsoft products, managing desktop user profiles, and contributing to team culture. Benefits include medical and dental coverage, paid leave, competitive salary, and career growth opportunities. ConnectOS is committed to equal employment and values diversity in its workforce.
Required Skills:
- Experience with ConnectWise or other ITSM tools
- Excellent communication skills and attention to detail
- High level of customer service
- Knowledge of End User Compute & Terminal Services
- Experience managing desktop user profiles, Outlook, and network printers
Nice to Have:
- Experience with Kaseya or other RMM tools
- Understanding of ITIL processes
- Experience supporting Microsoft products (Windows 7, Windows 10, O365)
- Related IT diploma or degree
- ITIL Foundation certification
- Microsoft certifications
- Previous experience supporting an Australian company or MSP
Join ConnectOS, a certified Great Place to Work and top-rated Philippines employer, delivering ICT services to Australian organizations since 2006. This role offers the opportunity to work with a trusted partner in digital transformation, supporting businesses of all sizes. #ConnectOS #ConnectOSCareers #TeamConnectOS
Responsibilities For L2 Support Engineer (AU Managed Services Provider, Home-based)
- Field incoming end user calls, emails and tickets
- Log all Incidents and Service Requests accurately in the ITSM tool
- Prioritise and schedule resolution of tickets and escalate as needed
- Ensure customer Service Level Agreements (SLA) and customer expectations are met
- Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
- Installing and configuring computer hardware, software, systems, printers and scanners
- Investigating, diagnosing and resolving computer software and hardware faults
- Adhere to the Service Desk Procedures outlined as part of this employment
- Support and contribute the team and company culture
- Mentor junior staff members and be actively involved in their development
- Escalation point for team members and clients
Requirements For L2 Support Engineer (AU Managed Services Provider, Home-based)
- Experience using ConnectWise or other ITSM tools
- Ability to deal with busy, high-pressure situations
- Excellent Communication skills and attention to detail
- High level of customer service and ability to comply with Service Management processes
- Good knowledge of End User Compute & Terminal Services
- Experience managing desktop user profiles, Outlook and network printers
- Demonstrate a professional behavior when interacting with suppliers, staff and customers
Benefits For L2 Support Engineer (AU Managed Services Provider, Home-based)
- Home-based
- Medical, Dental Coverage and Life insurance
- Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
- Competitive salary package and annual appraisal
- Financial Assistance Program
- Mandatory Government Benefits and 13th Month Pay
- Regular Company Events, Work Life Balance, and Career growth opportunities
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