ITS Security Service Desk Engineer Technology AU Hybrid

Role Purpose

The Security Service Desk Engineer provides frontline security support to customers, handling security-related service requests, incidents, and alerts through the service desk. This role acts as a critical escalation point within the Service Desk, ensuring customer security issues are responded to efficiently, documented accurately, and escalated appropriately when required.

Key Challenges

To be successful in this role, you will demonstrate strong technical fundamentals, a security-first mindset, and excellent customer service skills. High-performing Security Service Desk Engineers balance responsive ticket handling with proactive communication and continuous improvement.

Responsibilities & Accountabilities

• Managing and resolving security-related service desk tickets and requests.
• Performing initial triage, investigation, and remediation of security alerts and incidents.
• Monitoring security platforms and responding to alerts in accordance with procedures and SLAs.
• Acting as an escalation point for complex or recurring service desk security issues.
• Escalating incidents to senior security engineers or vendors where required.
• Supporting endpoint security, identity security, email security, and user-based security issues.
• Assisting with onboarding, configuration changes, and customer security support tasks.
• Maintaining accurate ticket notes, documentation, and customer communications.
• Contributing to the development and improvement of service desk security procedures and runbooks.
• Educating customers on basic security best practices where appropriate.
• Ensuring compliance with internal security, quality, and WHS requirements.
  
  

• Demonstrated experience with EDR, MDR, application control, security awareness training, email security, vulnerability management, and Microsoft security solutions.
• Experience working in a Service Desk, SOC, or IT Support role with a security focus.
• Minimum of 2-3 years’ experience in IT Support or Security Operations.
• Working knowledge of endpoint security, identity security, email security, and basic networking concepts.
• Strong incident triage and troubleshooting skills.
• Excellent customer service and communication skills.
• Ability to prioritise tasks and work effectively under pressure.
• Strong attention to detail and commitment to process adherence.
• Understanding of ITIL principles and service management processes.
• Relevant certifications (ITIL Foundation, Microsoft, security fundamentals) highly regarded.
  
  

• Hybrid Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA