L2 Service Desk Engineer IE IT SAAS Hybrid

Schedule: Monday to Friday (9:00AM - 6:00PM PHT)

What are we looking for?

The role provides 1st and 2nd line technical support to internal users, ensuring the effective operation of end-user devices, applications, and IT services. The role focuses on incident resolution, service request fulfilment, and user account management, with escalation to 3rd line support where required. This plays a key role in delivering a high-quality, customer-focused IT support service.

Skills Required

• Experience in a 1st / 2nd line IT support or service desk role
• Strong knowledge of Windows operating systems and end-user hardware
• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Familiarity with Active Directory user and group management
• Good understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN)
• Strong customer service and communication skills
• Ability to prioritise workload and manage multiple support requests
• Experience with endpoint management tools (e.g. Intune)
• Exposure to ITIL-based service management practices
• Basic knowledge of cloud platforms such as Microsoft Azure
• Awareness of security best practices and data protection principles
  
  

• Provide 1st and 2nd line support for IT incidents and service requests via service desk tools, phone, and email
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in a timely manner
• Escalate unresolved or complex issues to 3rd line support or external suppliers, ensuring clear handover and documentation
• Monitor ticket queues and ensure incidents are managed in line with agreed SLAs
• Support and maintain end-user devices including desktops, laptops, mobile devices, and peripherals
• Install, configure, and support operating systems and standard business applications
• Create, modify, and disable user accounts in Active Directory and Microsoft 365
• Support password resets, MFA issues, and account-related queries
• Accurately log all incidents, requests, and resolutions within the service desk system
• Assist with onboarding and offboarding of employees, including IT setup and access provisioning
• Support basic networking issues (LAN, Wi-Fi, VPN connectivity)
  
  

• 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