Service Desk Engineer

2 days ago

Remote, Philippines NarraSoft Full time $40,000 - $80,000 per year
Great support isn't just about solving problems—it's about helping people feel empowered to do their best work. That's the heart of our Service Desk team. Every ticket closed, every issue resolved, and every question answered makes a real difference in how our clients move forward. If you believe technology should make life easier and work smoother, this role is for you.
 
The project is an IT and cybersecurity solutions provider which support the top asset managers in the Asia Pacific region, helping their clients meet the evolving expectations of institutional investors and global regulators. The candidate will be focused on providing high quality support analysis for products and the technology needs of Asia's leading hedge funds and asset managers. The candidate will also gain exposure to website and system development, cyber security testing, and scripting and automation.

Duties and Responsibilities
Provide remote and onsite technical support to clients.Escalate urgent and complex tickets to network and systems engineering team and work with colleagues to resolve.Respond to client support requests within documented SLAs.Keep ticketing system up to date with internal and external updates and time entries.Upgrade computer hardware and software for our company and clients as required.Assist the development team with basic scripting and quality assurance testing.Provide support for mobile applications, cloud applications, and on-premise hardware.Support ongoing monitoring systems and reply to all monitoring alerts within documented SLAs. Prepare, review and provide feedback on technical audit and cybersecurity reports.Provide correct and complete documentation of all incidents, with an accurate description of all troubleshooting steps followed, and root cause analysis.  

Requirements
Strong experience with Microsoft O365, AWS and Microsoft Azure.Strong English communication skillsStrong understanding of general IT support including using various methods of remote support.Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.Innovative thinker who is positive, proactive and readily embraces change.Willing to occasionally work outside standard business when required.Interest in IT, cloud, cyber security, and automation.Open mindset, eager to learn, open to new ideas.Experience with MacOS and Windows OS.Experience with on premise and cloud infrastructure.Experience with Microsoft O365.Good understanding of networking technologies.Proven ability to function in a self-directed environment.Ability to handle clients professionally at all times.Strong written and verbal communication skills.  

Advantages

Experience with cloud native applications.Knowledge of ITIL framework.Web development or scripting/automation experience.  

Client Required Tool/s

MS0365, MS900

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