IT Help Desk Engineer

2 days ago

Manila, National Capital Region, Philippines BTSE Full time ₱900,000 - ₱1,200,000 per year

About BTSE:

Nogle PHP is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. Nogle PHP is engaged by BTSE Group to offer several key positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market. 

BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE's diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.

About the Opportunity:

We're looking for a proactive and customer-focused IT Help Desk Engineer to provide remote technical support across our global organization. In this role, you'll be the first point of contact for end users, resolving issues related to hardware, software, networks, and cloud services. Fluency in English is required, and Mandarin proficiency is highly preferred to support our diverse user base.

Responsibilities:
  • Provide Tier 1 and Tier 2 technical support in person, or via email, chat, and video calls
  • Troubleshoot issues related to Windows/macOS, Google Workspace, Office 365, WiFi, and network connectivity
  • Escalate complex problems to appropriate teams and follow up to ensure resolution
  • Manage user accounts, access permissions, and device configurations
  • Document support cases, solutions, and user guides in the knowledge base
  • Assist with onboarding/offboarding processes including device setup and account provisioning
  • Maintain high levels of customer satisfaction through timely and professional communication
  • Collaborate with Infra, security, and operations teams to improve support workflows
Requirement:
  • 2+ years of experience in IT support, help desk, or technical customer service
  • Strong troubleshooting skills across operating systems, productivity tools, and remote access technologies
  • Fluent in English (spoken and written); bilingual in Mandarin is a strong plus
  • Familiarity with ticketing systems (e.g., Jira, JSM)
  • Basic understanding of networking, cloud services, and endpoint security
  • Excellent communication and interpersonal skills
  • Ability to work independently and manage time effectively
Nice to have:
  • IT certifications (e.g., CompTIA A+, Microsoft 365, ITIL)
  • Experience supporting users across multiple time zones and cultures
  • Knowledge of MDM solutions
Perks & Benefits
  • Competitive total compensation package
  • Various team building programs and company events
  • Comprehensive healthcare schemes for employees and dependants
  • And many more Apply and let us tell you more

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