Service Desk Engineer

24 hours ago

Makati City, National Capital Region, Philippines Onboard Outsourcing Full time ₱400,000 - ₱600,000 per year

Role Summary

As a Level 1 Service Desk Engineer, you'll be the first point of contact for clients needing technical assistance. You'll handle incoming service requests, perform basic troubleshooting, and escalate complex issues to higher-level engineers when needed.

This role is ideal for someone passionate about IT support, eager to learn, and ready to build a career in managed services. You'll gain hands-on experience with a wide range of systems and be part of a collaborative and growth-focused team.

Key Responsibilities

  • Provide first-line technical support to end-users via phone, email, and ticketing systems.
  • Log, categorize, and prioritize incoming tickets in Autotask (or similar PSA system).
  • Troubleshoot and resolve basic hardware, software, and network-related issues.
  • Assist with Microsoft 365 setup and support (password resets, mailbox creation, Teams/OneDrive issues).
  • Perform user account administration in Active Directory and Microsoft 365.
  • Support Windows desktop environments, including updates, printing, and connectivity troubleshooting.
  • Escalate complex or unresolved issues to Level 2 engineers following established SLAs.
  • Maintain clear documentation of issues, resolutions, and customer interactions.
  • Contribute to the knowledge base and process improvement initiatives.

RequirementsMust-Have:

  • 1–2 years of experience in IT support, helpdesk, or MSP environment.
  • Strong understanding of Windows operating systems, Microsoft 365, and desktop troubleshooting.
  • Basic knowledge of Active Directory, DNS, and networking fundamentals.
  • Excellent English communication skills (written and verbal).
  • Strong customer service orientation and problem-solving mindset.
  • Ability to work within a remote, collaborative team environment.
  • Willingness to work AU business hours.

Nice-to-Have:

  • Experience with Autotask PSA or Datto RMM (or similar tools).
  • Familiarity with remote desktop tools and ticketing systems.
  • IT-related certifications (CompTIA A+, Microsoft Fundamentals, ITIL Foundation).
  • Exposure to MSP or IT outsourcing operations.

What We Offer

  • Competitive PH-based compensation and benefits package.
  • Structured onboarding and training program for technical and customer support excellence.
  • Career growth opportunities – pathway to Level 2 Engineer or Specialist roles.
  • Exposure to modern MSP tools and technologies.
  • Supportive and inclusive team culture built on shared success.

Our Core Values

  • We First, Not Me First
  • Be Accountable
  • Exceed Expectations
  • Listen, Understand, Communicate

Job Type: Full-time

Work Location: In person

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