Service Desk Engineer

2 weeks ago

Pasig, National Capital Region, Philippines Acceligent Solution, Inc. Full time ₱250,000 - ₱500,000 per year

**JOB DESCRIPTION FOR SERVICE DESK ENGINEER

The Company:**
Acceligent Solution Inc. is an Information and Communication Technology (ICT) integrator that has been providing comprehensive network infrastructure solutions and managed services to clients since 2014.

What Are We Looking For?
As a Service Desk Engineer, you will be a key member of our technical support team, responsible for providing first-line assistance to customers and end-users. You will troubleshoot, analyze, and resolve technical issues while ensuring excellent service delivery. You will also manage escalations, offer timely feedback, and act as a primary point of contact for customer concerns.

The Service Desk Engineer's Roles and Responsibilities:

  • Be the primary point of contact of internal team and external clients by providing timely and efficient assistance and customer service to users experiencing issues.
  • Provide 24/7 support remotely, over telephone, mobile phone, chat, email, and other communication platforms of the company;
  • Log and track support tickets using the company's Service Management platform, ensuring that issues are escalated when necessary and resolved within agreed SLAs (Service Level Agreements)
  • Contribute to and maintain internal documentation, knowledge base articles, and FAQs to improve first-time resolution rates;
  • Collect and act on customer feedback to improve service;
  • When required, escalate complex technical issues to higher-level support teams or specialized engineers, ensuring proper handover and follow-up; and
  • Other tasks and responsibilities given in accordance with the position of Service Desk Engineer.

Minimum Qualifications:

  • A Bachelor's degree in Computer Science, Information Technology, or a related field. (Fresh Graduates are Welcome)
  • Good communication skills and the ability to explain technical issues to non-technical users.
  • A willingness to learn and take on new challenges.
  • A customer-centric mindset and problem-solving approach.
  • Ability to work collaboratively within a team and independently.
  • Strong time management and organizational skills.
  • Basic understanding of troubleshooting hardware and software issues.
  • Strong attention to detail and ability to multitask in a fast-paced environment.
  • Experience with ticketing systems is a plus but not required.**
  • Knowledge of Active Directory, remote desktop tools, and cloud-based applications (e.g., Office 365) is a plus but not required.**

Work Set-up:
Onsite in Ortigas, Pasig City

Time:
9 am to 6 pm from Monday to Friday

Job type:
Full Time, Probationary, Entry Level

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