L2 Service Desk Technician

L2 Service Desk Technician (MDM/UEM Focus)

📍 Location: Cebu City
💼 Employment Type: Full-Time
🏢 Work Arrangement: Onsite


About the role

We are seeking an experienced L2 Service Desk Technician with a strong focus on Mobile Device Management (MDM) and Unified Endpoint Management (UEM) to support enterprise-managed endpoints and mobile devices. The successful candidate will be responsible for troubleshooting device enrollment, policy deployment, mobile applications, and identity-related issues while serving as an escalation point for complex incidents.

This role is ideal for IT professionals who have hands-on experience supporting managed devices across Windows, Android, and iOS environments and are looking to expand their expertise in enterprise mobility and endpoint management.

Key responsibilities

Endpoint & Mobile Device Management

· Provide Level 2 support for enterprise-managed devices across Windows, Android, and iOS/iPadOS platforms.

· Troubleshoot device enrollment, registration, provisioning, activation, and management issues.

· Investigate and resolve synchronization, connectivity, and policy deployment failures.

· Support device lifecycle activities, including onboarding, replacement, retirement, and decommissioning.

Policy & Compliance Management

· Diagnose and resolve issues related to configuration profiles, compliance policies, security restrictions, and device settings.

· Monitor managed devices for compliance status and remediation requirements.

· Assist in maintaining endpoint security and policy adherence.

Application Management

· Troubleshoot application installation, deployment, update, licensing, and distribution issues.

· Support enterprise applications deployed through MDM/UEM platforms.

· Coordinate with application and infrastructure teams to resolve deployment-related concerns.

Identity & Access Management

· Support authentication and access-related issues involving Microsoft Entra ID (Azure AD), Active Directory, Multi-Factor Authentication (MFA), and Conditional Access.

· Assist with troubleshooting user access, device registration, and identity synchronization concerns.

Incident & Service Management

· Act as an escalation point for Level 1 Service Desk teams.

· Manage incidents and service requests within agreed SLAs.

· Maintain accurate documentation and knowledge base articles.

· Ensure timely communication and updates for users and stakeholders.

Collaboration

· Work closely with L1 Support, L3 Engineering, Security, and Infrastructure teams to resolve complex technical issues.

· Participate in root cause analysis and continuous improvement initiatives.

About you

• 2-4 years of experience in IT Support, Service Desk, Endpoint Management, or Enterprise Mobility Support.

• Minimum 1-2 years of hands-on experience supporting an enterprise MDM/UEM platform.

• Working knowledge of Windows, Android, iOS/iPadOS, and macOS (preferred).

• Experience troubleshooting device enrollment and registration failures, provisioning and activation issues, configuration profiles and policy deployments, compliance and restriction enforcement, application installation and deployment issues, and device synchronization and connectivity concerns.

• Understanding of Microsoft Entra ID (Azure AD), Active Directory, Multi-Factor Authentication (MFA), and Conditional Access.

• Strong troubleshooting and analytical abilities.

• Familiarity with ticket management, escalation processes, SLAs, and documentation standards.

• Excellent written and verbal communication skills.

• Ability to collaborate effectively with cross-functional technical teams.

Compensation and Benefits

Monthly Compensation Package

· Basic Salary: ₱45,000

· Allowances & Bonuses: ₱10,500

· Total Monthly Compensation: ₱55,500

New Hire Incentives

· Signing Bonus: ₱14,000

· Welcome Bonus: ₱10,000

Other Benefits

• HMO coverage effective from Day 1

• HMO coverage for one primary dependent

• Option to enroll supplemental dependents

• Opportunities for career growth and technical development

• Exposure to modern endpoint management and enterprise mobility technologies