Service Desk Engineer

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.

Duties and 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.

Qualifications:

• Proven experience as a Service Desk Engineer or in a similar IT support role.
• Proficient in Windows 11 and Microsoft 365; knowledge of Azure and cloud services is a plus.
• Strong diagnostic, troubleshooting, and analytical skills with a solid understanding of IT security principles.
• Detail-oriented teamwork skills.

Ideal Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications in Microsoft technologies (e.g., Azure Fundamentals, Microsoft 365 Modern Desktop Administrator) are advantageous.
• Experience collaborating with diverse teams and effectively communicating security concepts to both technical and non-technical audiences.

General Information:

• Work Setup: Hybrid (combination of office-based and work-from-home).
• Shift: Rotating schedule every 2 weeks, 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)