Service Desk Engineer

4 days ago

Manila, National Capital Region, Philippines Booth and Partners Pte Ltd Full time $70,000 - $120,000 per year
Job Summary:
We are seeking a skilled Service Desk Engineer to deliver proactive and responsive support, ensuring smooth issue resolution and appropriate escalation when necessary. This role requires strong technical abilities and clear communication to create value for clients by providing excellent service and upholding our organization's reputation.

Responsibilities:

• Act as the first point of contact for technical support via web portal, email, or phone

• Perform remote troubleshooting and initial triage

• Identify and apply the best solutions or escalate issues as needed

• Ensure proper ticket management, including documentation, clear handovers, and resolution notes

• Provide Level 1 support, including basic Microsoft 365, Azure, Citrix, and server administration

• Support Citrix and AVD environments by troubleshooting user issues, ensuring connectivity, and assisting with basic administration

• Conduct daily system health checks, log and respond to findings, and escalate where necessary

• Follow existing processes and documented procedures consistently

• Create and maintain knowledge articles and solutions

• Relay client feedback to internal teams to help enhance service efficiency

• Identify and suggest process improvements

• Complete assigned tasks on time while maintaining quality and accuracy

RequirementsRequirements:
● 1–2 years of experience in a Helpdesk or Service Desk role
● ITIL v4 certification – not mandatory but highly valued
● Basic knowledge of M365/Entra ID
● Knowledge of Citrix and AVD
● Understanding of secure operations principles (e.g., Zero Trust and Least Privileged)
● Strong written and verbal communication skills in English
● Willingness to work on a shifting schedule – must be amenable to a 24x7 work environment, including weekends and holidays

Benefits

  • Great Place to Work-Certified company

  • Premium HMO

  • Holistic employee experience

  • Work-from-home and hybrid work setup

  • Rewards and incentives

  • Monthly engagement activities

  • Career advancement opportunities

  • Paid referral program

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