Senior IT Service Desk Engineer

Unleash Your Talents with UsHi there, our future Senior IT Service Desk Engineer Happy to see YOU here.Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectationsWhat you'll do:This role is responsible for advanced technical support and mentorship within the service desk team. By handling escalated incidents, implementing service improvements, and providing consistent, high-quality support across the organisation. In addition to resolving complex technical issues, the Senior IT Service Desk Engineer will play a key role in knowledge sharing, process optimisation, and supporting IT projects.Key responsibilities for this role include: 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 Ensuring 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 changesIdentify and remediate risk within planned changes or existing infrastructure Identify opportunities for process improvement and contribute to IT service delivery enhancements Maintaining high-quality communication with users, customer stakeholders, and all relevant internal teams Update and maintain technical skills, fulfil an SME function in agreed knowledge/technology domainsSuccessful candidate must have: 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 prioritise tasks and manage multiple incidents simultaneously Excellent written and verbal communication skills Ability to develop a relationship with the clientWork 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 CityWhat'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 innovative activities, open communication channels and commitment to incclusivity make everyday exciting and 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