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Service Desk Engineer

Clark Freeport Zone, Pampanga, Central Luzon (Region III), PhilippinesTechnology

Job description

About the role:

We are looking for a highly skilled Service Desk Engineer to join our IT support team. You will be responsible for providing technical assistance related to computer systems, hardware, or software. A keen eye for detail, experience in problem-solving, and a deep understanding of Microsoft technology stack including Windows 11, Microsoft 365, and basic Azure are crucial for this role. Knowledge of IT security practices is also essential.


Responsibilities:

  • Technical Support: Provide tier 1 and tier 2 technical support, troubleshooting hardware and software issues on Windows 11 laptops and Microsoft 365 applications. Respond to queries either in person or over the phone.
  • Incident Management: Diagnose and resolve technical hardware and software issues. Track and record problems and resolutions. Escalate unresolved issues to the appropriate internal teams.
  • System Management: Install, modify, and repair computer hardware and software both in-person and remotely. Perform routine maintenance and standard repairs to hardware and software components as required.
  • Software/Hardware Management: Install, maintain, and upgrade hardware and software systems, and ensure their compatibility with Windows 11 and Microsoft 365 environment.
  • Training and Guidance: Help colleagues and users with basic IT knowledge and requirements. This can include setting up new users and managing backup, security, and passwords.

Job requirements

Skills:

  • Proven experience as a Service Desk Engineer or other IT customer support role.
  • Proficient in Windows 11 and Microsoft 365 applications is a plus.
  • Basic understanding of Azure and cloud services is a plus.
  • Ability to diagnose and troubleshoot technical issues.
  • Knowledge of IT security principles and practices.
  • Analytical and problem-solving skills.
  • Attention to detail.
  • Team working skills.

Ideal experiences and competencies:

  • Bachelor's degree in Information Technology, Computer Science or a related field.
  • Certification in Microsoft technologies (e.g., Microsoft Certified: Azure Fundamentals, Microsoft 365 Certified: Modern Desktop Administrator Associate) is a plus.
  • Experience working with personnel in multiple jurisdictions.
  • Ability to communicate security-related concepts to a broad range of technical and non-technical staff.

General Information:

  • Work Setup: Hybrid (combination of office-based and work-from-home).
  • Shift: Rotating schedule, office-based during morning shifts.
  • Location: Bolder Philippines, 8th floor, Tower 1, Clark City Front, MA Roxas, 2010 Clark Freeport Zone.
  • Workdays: Weekday work with weekends off (Mondays to Fridays)

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