Service Desk Engineer

Were Hiring: Service Desk Engineer!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Service Desk Engineer to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Service Desk Engineer

Work Arrangement: Work From Home

Location: Any CS Branch - Angeles, Mabalacat, Makati, Ortigas, Tarlac, Davao, Cebu

Schedule: Morning Shift

Job Description

We are looking for a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offer advice to solve them.

You must have an understanding of multiple solutions such as Unified Communications, Network, Telephony and Cloud with the ability to communicate effectively to understand the problem, troubleshoot and articulate updates clearly to the business and the client through to resolution. You must be highly customer orientated and willing to provide support services to resolve issues. This role will also require for you to work in a rostered 24/7 engagement, with rostered night and weekend shifts.

We sincerely believe that people are our best asset and to fulfill our vision, we need our team to operate with passion, recognising the reality while also striving to be the change we want to see.

Key Responsibilities

• Required to assist customers with routine IT issues and more complicated matters are escalated
• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
  
  

• Previous experience in a fast-paced MSP environment including being able to correctly identify and classify Priority 1 and 2 incidents.
• Able to manage a phone call/ticket over its lifecycle
• Mid-level Azure and office 365 experience including exchange admin, SharePoint and server/AD level troubleshooting.
• Remote desktop/terminal server/virtual desktop troubleshooting skills
• Basic network troubleshooting skills, understanding of Wi-Fi, firewall and VPN technologies and how to troubleshoot in relation to desktop support.