L2 Service Desk Engineer / System Administrator

HIGHLIGHTS

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

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L2 SERVICE DESK ENGINEER/ HELPDESK / SYSTEM ADMINISTATOR

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for a L2 Service Desk Engineer/Helpdesk to be part of our team.

• The Service Desk Engineer / Helpdesk (Level 2) serves as a primary escalation point for Level1 engineers, the Level2 Service Desk Engineer supports the business virtual healthcare technologies, including tele ICU platforms, EHR integrations, and clinical support systems. The role ensures smooth IT operations within healthcare client environments, handling complex issues with infrastructure, applications, security, and remote access.

MAIN RESPONSIBILITIES

• Provide advanced technical support for escalated issues from Level 1, including troubleshooting complex problems related to hardware, software, network connectivity, and clinical applications in a virtual care environment.
• Administer and support cloud-based systems, including Microsoft 365, Azure Active Directory, and remote desktop infrastructure, ensuring uptime and secure access for healthcare professionals.
• Implement and manage Group Policy Objects (GPOs) within Windows Server environments to enforce security policies, user permissions, desktop restrictions, and software deployments across domain-joined systems.
• Troubleshoot and configure network and security components, such as firewalls (Fortinet), VPNs, and endpoint protection tools (e.g., SentinelOne, Webroot), following security and compliance protocols.
• Support the setup and maintenance of end-user devices, printers, peripherals, and communication tools, ensuring readiness and performance in a healthcare operations context.
• Document incident resolutions and technical procedures, contributing to the improvement of the internal knowledge base and enabling more efficient issue handling by Level 1 and Level 2 teams.
• Analyze recurring issues and root causes, proposing technical solutions and process improvements to reduce incident volume and increase system reliability.
• Assist in onboarding and offboarding processes, including device provisioning, access control, and user orientation aligned with HIPAA and healthcare IT standards.
• Coordinate with internal teams and third-party vendors to resolve service-impacting issues and ensure seamless integration across clinical and support systems.
• Mentor and guide Level 1 Service Desk Engineers, sharing best practices and supporting technical development within the service delivery team.
• Maintain adherence to IT policies, compliance standards, and service SLAs, especially those relevant to virtual healthcare delivery and patient data security
• Other duties as may be assigned.

REQUIREMENTS

• At least 3-years related experience and/or training is preferred.
• Must have enterprise/corporate experience.
• Microsoft or other relevant networks, systems, or administration certifications is a plus.
• Must possess the required level of skills and abilities to communicate and apply mathematical concepts and sound reasoning to successfully perform the essential duties and responsibilities of this job.
• Must be able to perform basic operations on a personal computer within the Windows operating system.
• Able and willing to work the night shift.
• Willing to work on site at Tower 1, Rockwell Business Center, Ortigas