Senior IT Service Desk Engineer

1 day ago

Muntinlupa, Philippines Integrated OS Full time

Integrated OS Muntinlupa City, National Capital Region, Philippines

Overview

Join to apply for the Senior IT Service Desk Engineer role at Integrated OS

Here at Integrated OS, you'll be part of a team delivering exceptional offshoring services, bringing together skills from Finance, Human Resources, Information Technology, Customer Service, Marketing, Sales and Operations. From our beginnings supporting The Lamson Group, we have grown while upholding our core values and culture, helping people succeed in their goals. You may be a part of this growth as our team expands.

Responsibilities
  • Act as the escalation point for complex incidents and service requests beyond first-line capabilities
  • Diagnose and resolve advanced hardware, software, and networking issues, ensuring minimal downtime for users
  • Support business-critical applications and systems, liaising with third-party vendors when required
  • Provide guidance, training, and mentorship to junior service desk engineers
  • Ensure incidents are resolved within agreed SLAs
  • Contribute to team development by leading technical workshops and knowledge-sharing sessions
  • Identify recurring issues and work with Tier 3 teams to implement permanent fixes
  • Participate in service review meetings, recommending improvements to enhance service desk performance
  • Create and maintain IT documentation, standard operating procedures, and runbooks
  • Contribute to IT infrastructure upgrades, deployments, and security initiatives
  • Support change management processes by assessing technical impact and providing risk mitigation strategies
  • Participate in what-if analysis for proposed network or system changes
  • Identify and remediate risk within planned changes or existing infrastructure
  • Identify opportunities for process improvement and contribute to IT service delivery enhancements
  • Maintain high-quality communication with users, customer stakeholders, and all relevant internal teams
  • Update and maintain technical skills, fulfill an SME function in agreed knowledge/technology domains
Qualifications
  • 3-5 years of experience in IT service desk or IT support, including at least 1 year in a senior/escalation role
  • Advanced troubleshooting skills across Windows (Workstations and Servers), macOS, and Microsoft 365 environments
  • Strong understanding of networking technologies (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls)
  • Proficiency in Active Directory, group policy management, and endpoint security tools
  • Excellent communication skills with the ability to explain technical issues to non-technical users
  • Excellent problem-solving and communication skills
  • Ability to prioritize tasks and manage multiple incidents simultaneously
  • Excellent written and verbal communication skills
  • Ability to develop a relationship with the client
Work Arrangements
  • Schedule: 6:00 AM - 3:00 PM (Philippine Time)
  • Work Setup: On-site - Be part of a collaborative and energetic team in a professional office environment
  • Location: Parkway Corporate Center, Alabang, Muntinlupa City
What’s in it for you?

At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.

  • Competitive Salary & Benefits: Be rewarded for your expertise and dedication
  • Career Growth & Development: Work alongside international clients and gain valuable experience
  • Work-Life Balance: Our inclusive culture and open communication make everyday rewarding
  • Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork

Your seat awaits Be part of our thriving team and CLICK APPLY

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