L3 Desktop Engineer (PowerShell)

Steer the Helm of Tech Excellence: Drive Innovation in Global Outsourcing Support

When technology meets global ambition, great things happen, and you’re at the forefront. As an L3 IT Desktop Engineer, you’ll be immersed in the dynamic field of global outsourcing, where your expertise will drive substantial change. This role involves delivering top-notch technical support, managing complex IT challenges, and leading automation initiatives that enhance operational efficiency. You'll be responsible for overseeing the creation of automation workflows, tackling complex issues, and contributing to successful IT project executions. By working on in-depth root cause analysis and proposing innovative solutions, you’ll help shape the future of IT support on a global scale. Enjoy the benefits of a career that allows you to work from anywhere, pushing the boundaries of technology while taking your career to new heights.

The Core Functions Powering Global Support:

Technical Support:

• Provide 3rd-level technical assistance to users for computer hardware and software issues, including printing, software installation, word processing, electronic mail, and operating systems, both locally and remotely.
  
• Analyze, diagnose, and resolve complex desktop end-user problems; suggest corrective solutions; extend remote support to other site users.
  
• Oversee and resolve high-profile issues; address end-user computing-related escalations.
  
• Initiate and manage projects, implementations, deployments, and ad-hoc activities.
  
• Develop and maintain PowerShell scripts to automate desktop management tasks and improve operational efficiency.
  
• Utilize ConnectWise Automate for remote monitoring and management, automating workflows, and deploying software updates.
  
• Design, implement, and optimize desktop infrastructure solutions to enhance productivity and user experience.
  
• Evaluate, test, and integrate new technologies into desktop and laptop environments to drive innovation and improve performance.
  
• Analyze hardware and software performance; identify alternatives to optimize resource usage.
  
• Identify opportunities for innovation and continuous improvement; implement best practices and new solutions.
  
• Enhance end-user experience by developing user-friendly solutions and interfaces; provide expert support.
  
• Own accountability for root cause analysis of problem records and high-priority incidents related to end-user computing.
  

Incident and Problem Management:

• Investigate and perform root cause analysis (RCA) for problem records.
  
• Implement permanent solutions and create workarounds to resolve issues.
  
• Manage the entire lifecycle of high-priority incidents in user computing, ensuring adherence to established SLAs and OLAs.
  
• Manage the entire lifecycle of change requests related to user computing, ensuring adherence to established change management procedures and protocols.
  
• Inform and escalate to appropriate management levels issues requiring immediate attention.
  
• Endorse and escalate tickets to the appropriate functional/resolver groups.
  

Communication & Documentation:

• Provide technical advice to users for self-resolution through email, IM, or phone.
  
• Communicate ticket status directly with customers based on defined SLAs.
  
• Document processes and procedures for maintenance and support.
  
• Manage and maintain the department’s technical documentation and reports.
  
• Possess IT technical knowledge and communicate effectively with other teams.
  
• Work with internal and external teams to ensure completion of requests.
  
• Process and send IT reports related to problem records and high-priority incidents.
  
• Suggest and implement service improvements.
  
• Assist in the design and architecture of solutions related to end-user computing during IT transitions.
  

Collaboration:

• Responsible for the installation, setup, roll-out, and maintenance of the company’s IT infrastructure.
  
• Develop and deploy necessary security patches, including Microsoft operating system and application updates, tier 1 application updates, and system configuration settings.
  
• Facilitate monthly security patch analysis for Microsoft security patches and other “Tier-1” applications included in the standard desktop image.
  
• Engage in cross-functional projects and development of strategic plans for desktop and network platforms.
  
• Design, install, and repair station cabling/jacks as needed for servers, desktops, routers, switches, and network equipment.
  
• Execute roadmaps in compliance with technology best practices.
  
• Execute, document, and maintain desktop security standards as per minimum baseline security.
  
• Assist in maintenance activities and disaster recovery testing.
  
• Provide primary support for anti-virus management, including local desktop firewall components.
  
• Collaborate with the server team for anti-virus compliance for all workstations.
  
• Support and manage Active Directory environments, servers, and workstations.
  
• Possess strong knowledge of malware remediation, hardware and software installations, upgrades, and troubleshooting.
  
• Provide support and respond to after-office hours support when necessary.
  
• Participate in rotational 24x7 support.
  

Documentation and Training:

• Document procedures and configurations.
  
• Conduct training sessions and share knowledge with team members.
  

Other Responsibilities:

• Perform any administrative or non-administrative duties assigned by the company’s representatives through direct written order or verbal assignment.
  

Requirements

Your Toolkit for Success:

• BS in Information Technology, MIS, or a similar program; or equivalent work experience.
  
• 5 to 10 years of experience in a similar role.
  
• Proficient in creating and developing tools and automation solutions using MS PowerShell.
  
• Background in five or more of the following:
  

• Windows 7/10/11 desktop support
  
• Microsoft Internet Explorer/Office/Outlook
  
• Windows Server 2000/2003 support and administration
  
• Active Directory 2000/2003
  
• Local and wide area networks
  
• Knowledge of TCP/IP
  
• MDM knowledge
  

• ITIL experience and qualifications are an advantage.
  
• Proficient in using RMM tools such as ConnectWise Automate and ConnectWise Controls.
  
• Experience with MSP automation toolsets such as Autotask or ConnectWise.
  
• Understanding and experience in delivering technologies and solutions or similar (preferably with relevant certifications):
  

• Microsoft technologies such as Office 365, Microsoft AD, Azure, Exchange, and Windows Server
  

• Experience in reading, writing, and analyzing SQL queries (MSSQL, MySQL, PostgreSQL).
  
• Server-level technical skills: server builds and administration, setup and support, antivirus management, and virtual environment administration.
  

Benefits

The Advantages of Being at the Forefront:

• HMO coverage upon regularization
  
• Competitive Package
  
• Hybrid work arrangement
  
• Prime office location
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Why We Stand Out Among the Rest!

Emapta Philippines’ vision is to help you – and all our talented team members – reach your full potential and your dreams without the need to go abroad or even anywhere far from where you live. We are driven by a deep desire to showcase Filipino talent to the world and transform the Philippine workplace by creating sustainable global careers within amazing working environments, close to your home. Our culture of care and empathy, reflected in our 50/50 gender ratio, ensures you'll feel like part of the family from day one. Be part of a squad of dream chasers and world changers, showcasing Filipino talent to the world. With 18 strategically located offices and over 720 clients, you'll have the opportunity to make a positive impact daily, whether you prefer office-based or work-from-home options. Join us for a 100% virtual recruitment process and let's make magic together!

“At Emapta, you work directly with respected executives and international teams, in a fully transparent manner which positions you for continued career growth.”

Tim Vorbach, CEO

#EmaptaExperience