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Senior Service Desk Analyst L3

About The Role

As a Senior Service Desk Analyst L3, you will play a crucial role in providing advanced technical support to end-users and ensuring the efficient operation of IT systems. This position requires a deep understanding of various technologies, strong troubleshooting skills, and the ability to handle complex issues independently. The Service Desk Analyst L3 will work closely with other IT teams to resolve escalated incidents, perform root cause analysis, and contribute to the continuous improvement of IT services.

Roles and Responsibilities:

  • Provide L2/L3 remote support: Handle complex technical issues, ensuring timely resolution within agreed SLAs.
  • Device Monitoring: Monitor and proactively respond to alerts generated by various monitoring tools, ensuring uninterrupted service availability. Monitor devices using tools like Nagios, Zabbix, or SolarWinds to ensure uninterrupted service availability.
  • Hardware and Software Troubleshooting: Diagnose and resolve hardware and software issues for remote end-users, utilizing remote support tools and techniques.
  • Server Management: Administer and maintain remote server infrastructure, including installation, backup, configuration, and troubleshooting.
  • Change Management: Implement and manage changes to remote IT infrastructure and services, adhering to change management procedures.
  • Microsoft 365 Support: Provide remote support for Microsoft 365 suite, including Exchange Online, SharePoint, Teams, and other related services.
  • Documentation: Create and update technical documentation, knowledge articles, and standard operating procedures (SOPs) to ensure accurate and up-to-date information.
  • Collaboration: Collaborate with cross-functional teams and stakeholders remotely to resolve complex technical issues and ensure smooth IT operations.
  • Continuous Improvement: Identify opportunities for process improvements, automation, and optimization to enhance the overall remote service delivery.

Position Requirements

  • At least 6 – 8 years of experience in remote IT support, focusing on L2/L3 support and ITIL processes.
  • Proficiency in commonly used technologies, including:
  • Device Monitoring Tools: Nagios, Zabbix, SolarWinds.
  • Remote Support Tools: TeamViewer, AnyDesk, RDP.
  • Server Management: Windows Server, Linux (Red Hat, Ubuntu, CentOS), VMware, Hyper-V.
  • Change Management Tools: ServiceNow, Jira Service Desk, BMC Remedy.
  • Microsoft 365 Suite: Exchange Online, SharePoint, Teams, OneDrive.
  • ITSM Tools: ServiceNow, BMC Remedy, Cherwell, Jira Service Desk.
  • Incident and Ticketing Systems: ServiceNow, Zendesk, Jira Service Desk.
  • Collaboration and Communication Tools: Microsoft Teams, Slack, Zoom.
  • Documentation and Knowledge Management Tools: Confluence, SharePoint, wiki platforms.
  • Scripting and Automation: PowerShell, Bash, Python.
  • Remote Monitoring and Management (RMM) Tools: ConnectWise Automate, SolarWinds RMM, Kaseya VSA.
  • Strong analytical and problem-solving skills.
  • Excellent communication and customer service skills.
  • Ability to work remotely in a fast-paced environment and prioritize tasks effectively.
  • Team player with a collaborative mindset.

About Eastvantage

At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.

We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.

We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.

Job Category: Technology
Contract Type: Full-Time
Location: BGC Taguig
Division: Technology
Assigned Recruiter: luigi

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