Helpdesk Team Lead

Service Desk / Help Desk Engineer (Full On-Site, Night Shift – Taguig, BGC)

Department: Service Delivery

Reports to: Technical Team Lead

Work Setup: 100% Onsite, PhilPlans Corporate Center – Taguig, BGC

Shift: Night Shift (Eastern Time)

What You'll Do

• Provide IT support to global users, mainly in the US
• Troubleshoot issues with Active Directory, Office 365, VPN, printers, and Windows systems
• Handle tickets via remote tools, email, or phone
• Set up user accounts, laptops, printers, and network access
• Perform basic system checks, updates, and backups
• Support onboarding tasks like account setup and secure access
• Document fixes and solutions in the knowledge base
• Assist senior engineers with escalations and projects
• Join after-hours support rotation when required

What You Need

• 2+ years experience in IT support or helpdesk
• Strong hands-on experience with: Active Directory (user and group management), Microsoft 365 (email, Teams, apps), VPN setup and connectivity, Printers (setup, network printing issues)
• Experience supporting global users (US, UK, AU preferred)
• Clear English communication skills (spoken and written)
• Calm, organized, and solution-oriented under pressure
• Competitive salary package
• Health & life insurance (with dependents)
• Transportation service
• Company events & team activities
• Discounted lunch options
• Career growth and promotion opportunities

About IT By Design

IT By Design is a global IT infrastructure management company headquartered in Jersey City, NJ. We provide 24/7 Helpdesk, SOC, NOC, Cloud, Cybersecurity, and Business Continuity services to clients worldwide.

IT Helpdesk Team Lead

Posted today

Job Description: The Infrastructure Senior Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

Responsibilities

• Create complex project plans, perform impact analyses, solve high impact problems, and provide resolutions to restore services
• Drive Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
• Review requirement documents, define hardware requirements and update processes/procedures as necessary
• Provide technical/strategic direction and coach lower level analysts
• Develop projects for design of metrics, analytical tools, benchmarking, and best practices
• Responsible for operating system applications
• Contribute to technical direction and strategic decisions
• Operate with limited direct supervision and autonomy
• Act as SME to senior stakeholders and team members
• Assess risk and ensure compliance with laws, policy, and ethical standards; escalate, manage, and report control issues

Qualifications

• 5-8 years of experience in Infrastructure Technologies delivery
• Ability to communicate technical concepts to non-technical audiences
• Experience working with virtual and in-person teams under pressure or deadlines
• Experience in Financial Services or large global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills

Education

• Bachelor\'s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group: Technology

Job Family: Infrastructure

Time Type: Full time

Certifications and Equal Opportunity Employer

Genpact is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex/age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, disability or any other characteristic protected by applicable laws. Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Please be aware of scams.

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