Information Technology

L2 Technical Support Analyst (ConnectWise Manage & Automate)

We have an exciting opportunity available for an experienced L2 Technical Support Analyst working dayshifts in our Ortigas office. You must have a strong internet connection as we are home-based for the duration of the pandemic, with opportunities for permanently WFH.

We are offering a 45k Apple GADGET as a SIGN-ON BONUS to the successful candidates!

When you join Yempo, you’ll receive the following fantastic benefits: 

  • Highly competitive salary – paid weekly! 
  • HMO enrollment on commencement 
  • Additional HMO dependents are added each year of service 
  • 20 vacation days per year; 7 sick days 
  • Annual performance bonus and incentives 
  • Annual salary reviews and increases 
  • Free cooked rice, snacks, and hot drinks 
  • Company polo shirts provided 
  • Fantastic bright and cheerful open-plan work environment  
  • Prestigious clients and highly professional and friendly co-workers 

Our Client:

In this position, you will be assigned to our Australian-based client. They are a Managed Services Provider that has a strong emphasis on Microsoft technologies and complementary tools and products that benefit their client base. They support Microsoft’s “Modern Work” philosophy and are expanding into the ever-growing stack of Microsoft-related technologies to provide a broader range of productivity and security services to clients.  

They put an emphasis on attitude and work ethic, and as a result, have a fantastic working environment with a focus on learning and knowledge sharing. 

Your Role:

We are seeking a highly enthusiastic and experienced person for a 2nd level manage service helpdesk and support role. The position is both phone/remote support based. 

This support role offers room for you to grow, and we are always striving to improve our processes, and technical offerings and streamline our offerings to clients. 

As you support our customers, you will have the opportunity to see an array of environments, from the simple to the complex and you will have the chance to learn how to build, streamline and deploy these leading solutions. 

Your Responsibilities:

Primarily you will be part of a small team of Helpdesk staff participating in the external support of our customers. Some of your key responsibilities will include: 

  • Logging and troubleshooting support tickets from our customers via email/phone. 
  • Troubleshooting customer issues remotely via phone and remote access tools. 
  • Remotely prepare equipment for deployment to the customer site. 
  • Escalation management of customer requests and customer satisfaction. 
  • Ensuring requests are dealt with effectively and efficiently. 
  • Escalating issues to software vendors and liaising to troubleshoot. 

You Are:

  • Good-natured, good-humored, and able to work in a team. 
  • Highly proficient in spoken and written English 
  • Proficient with documentation, able to write clearly and concisely 
  • Punctual, with good time management. 
  • Passionate for all technology, from IT systems to audio-visual and mobile devices. 
  • Ready to work within the SLAs set out to our clients 
  • Confident in working under pressure and to deadlines 
  • Intermediate with your problem-solving skills & willing to escalate 
  • Responsive and attuned to the needs of customers and always conduct yourself in a professional manner

Your Background:

  • 2-3+ years’ prior support experience working in a managed service provider environment. 
  • Providing customer-facing helpdesk and technical support, with a demonstrated record of accomplishment and references. 
  • Intermediate knowledge of Microsoft desktop and cloud environments 
  • Intermediate knowledge of networking concepts. 
  • Have experience working with hardware & software vendors for troubleshooting. 
  • Knowledge of ConnectWise Manage and Automate PSA/RMM Software 

Desirable Skills:

  • MS Intune/Endpoint Manager 
  • Microsoft Defender for Endpoint 
  • PowerShell scripting 
  • Apple MAC 

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