Service Desk Engineer

1 week ago

Dasmariñas, Philippines New Era Technology Full time

Overview

Join to apply for the Service Desk Engineer role at New Era Technology .

New Era Technology, with a global team of professionals, is committed to providing end-to-end technology solutions and delivering exceptional customer service. We value a people-first approach and support personal and professional growth through ongoing training and collaboration.

Responsibilities
  • Provide first-line technical support via phone and a ticketing system for Level 1 IT issues.
  • Log, categorize, prioritize, and track incidents and service requests in the ticketing tool (ConnectWise/Autotask).
  • Troubleshoot and resolve issues related to: user account management (password resets, unlocks, access requests); desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals); basic network issues (Wi-Fi, VPN, DNS, DHCP); and common business applications (SaaS tools, email, collaboration software).
  • Escalate complex or unresolved issues to Senior Engineers with detailed notes.
  • Ensure all tickets are resolved or escalated within agreed SLAs.
  • Maintain clear, professional communication with end-users and set resolution expectations.
  • Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.
  • Assist with client onboarding/offboarding (user setup, remote equipment provisioning).
  • Perform basic Active Directory & Microsoft 365 admin tasks.
  • Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.
  • Adhere to IT security policies and report potential risks (phishing, malware).
  • Contribute to process improvements and knowledge sharing within the team.
  • Other related duties as required.
Work Set-up / Schedule
  • Remote
  • 7:00 AM – 4:00 PM or 8:00 AM – 5:00 PM (PH Time)
Qualifications
  • 2+ years of experience in a Service Desk Engineer role
  • Advanced technical skills - Server, PowerShell, Firewall
  • Proficient in troubleshooting hardware, software, and networks
  • Familiar with Windows, macOS, Office 365, Google Workspace
  • Knowledge of ITIL processes, ticketing systems, remote support tools
  • Basic networking and security awareness
  • Strong communication and customer service skills
  • Team player with initiative, attention to detail, and eagerness to learn
  • Certifications: ITIL 4, CompTIA A+/Network+; Microsoft 365 is a plus
Benefits
  • Day 1 HMO + 1 dependent
  • Health and Wellness Reimbursement Benefits
  • Company Salary Loans
  • Government contributions
  • Assistance with government loan payments
  • 13th month pay
  • Night differential pay
  • Holiday pay (for hours worked on holidays)
  • Mandated Leaves
  • Work equipment provided

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