Service Desk Engineer

2 days ago

Makati City, National Capital Region, Philippines CDA Full time

Job Title: Service Desk Engineer

Work Arrangement: Onsite

Job Level: Junior

About the Role

The Service Desk Engineer serves as the first point of contact for customers reporting issues or faults related to company products and services. The primary goal is to achieve first-time resolution by troubleshooting, diagnosing, and resolving problems or escalating complex cases to Level 2 support teams.

This role requires excellent customer service skills, strong technical knowledge, and the ability to clearly articulate solutions to customers in a professional and confident manner.

Key Responsibilities

  • Provide in-depth technical assistance to customers and partners in the use of company products and solutions.
  • Collaborate with sales and professional services teams to ensure customer success and satisfaction.
  • Participate in a rotating on-call schedule to provide 24x7 customer support.
  • Maintain accurate and up-to-date support documentation.

Qualifications

  • Bachelor's Degree in Computer Science, Information Technology, or a related field.
  • At least 2 years of experience in a Service Desk or similar technical support role.
  • Working knowledge of networking fundamentals (DHCP, DNS, Gateway).
  • Experience providing customer service for global support operations.
  • Skilled in troubleshooting and configuring gateway or network appliances.
  • Strong analytical and problem-solving abilities with systematic troubleshooting skills.
  • Excellent communication skills—both verbal and written—with the ability to explain technical resolutions clearly.

Nice to Have

  • Experience with UNIX scripting and Linux OS.
  • CCNA certification.
  • Knowledge of PMS systems.
  • Basic knowledge of HTML or PHP.

What You'll Gain

  • Opportunities for professional development and career growth.
  • Exposure to global clients and advanced technology solutions.
  • Collaborative work environment that values employee well-being and continuous learning.

Job Types: Full-time, Permanent

Work Location: In person

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