Service Desk Engineer

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Arrangement: Onsite in Clark Pampanga

Work Shift: Monday-Friday | 9:00am-6:00pm London Time

The Service Desk Engineer will be responsible for resolving daily technical support requests and acting as the primary point of contact for end users. This role will support the delivery of consistent, high-quality IT services by handling routine operational tasks and ensuring smooth day-to-day client support under the direction of the Service Desk Manager.

About the Job

• Triage and resolve first-line user support requests on both PC and Mac. (Examples include password resets, troubleshooting connectivity, troubleshooting desktops, initial application support).
• Reliable and prompt escalation of tickets that are beyond your role or tickets which you need help to resolve.
• Support onboarding and offboarding processes (accounts, permissions, equipment setup).
• Carry out basic Microsoft 365 administration (mailbox creation, licence assignment, Teams setup).
• Proactively check incoming monitoring alert tickets, check validity of ticket, fix or escalate.
• Update asset records and maintain documentation as needed.
• Helping gather information for regular client reports.
• Turning training videos into team support documents with bullet points and screenshots.

Your Qualification

• At least 2 years’ experience in an MSP, with at least 5 years IT career length.
• Solid understanding of fundamentals of Microsoft 365, and experience with user support. Including exposure to:
• Outlook & Mailbox support
• Distribution lists
• User account onboard/offboard/changes
• Password resets
• General troubleshooting
• Confident with supporting PCs (Win 10/11) including:
• Patching
• AV and security software
• Disk space support
• General computer performance
• Some backup experience
• Printer support
• Mac desktop support experience is essential (medium level).
• Strong organisational skills and attention to detail.
• Strong verbal and written English, and confidence with documenting actions taken in tickets.

Nice-to-have Skills and Experiences:

• Ability to exercise respect for client privacy. (This is critical in this financial services industry.)
• Experience with some remote monitoring tools.
• Some experience with handling basic security alerts from antivirus and modern threat management software.
• M365 SharePoint experience
• Certifications such as ITIL, CompTIA A+ or Microsoft Fundamentals
• Experience with any of these softwares: Intune, Altaro backup, Addiggy, Screenconnect, Umbrella, HaloPSA, CIPP, Hudu

Job Offer

• Up to 1 MONTH FREE Accommodation for those relocating to Pampanga *
• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)
• HMO coverage for employee +1 FREE dependent on the first day of employment
• +1 additional FREE dependent per successful year of tenure (up to five (5) years)
• Tenure Incentive Program*
• FREE daily meal
• Referral Bonus of up to Php20,000.00*
• ALL government mandated benefits
• *Terms and conditions apply