Service Desk Engineer

What is the role

As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services, and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

The following include but may not be limited to the responsibilities of the Service Desk Engineer:

· Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.

· Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.

· Troubleshoot and resolve issues related to:

o   User account management (password resets, unlocks, access requests).

o   Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).

o   Basic network issues (Wi-Fi, VPN, DNS, DHCP).

o   Common business applications (SaaS tools, email, collaboration software).

· Escalate complex or unresolved issues to Senior Engineers with detailed notes.

· Ensure all tickets are resolved or escalated within agreed SLAs.

· Maintain clear, professional communication with end-users and set resolution expectations.

· Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.

· Assist with client onboarding/offboarding (user setup, remote equipment provisioning).

· Perform basic Active Directory & Microsoft 365 admin tasks.

· Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.

· Adhere to IT security policies and report potential risks (phishing, malware).

· Contribute to process improvements and knowledge sharing within the team.

· Other related duties as required.

Work Set-up / Work Schedule

· Remote

· AM – 4PM / 8 AM – 5 PM (PH Time)

Who we are looking for

The ideal candidate will possess a solid technical background and practical experience in IT support, along with the following key skills and qualifications:

• 2+ years' experience in Service Desk Engineer role
• Advance Technical Skills - Server, PowerShell, Firewall
• Proficient in troubleshooting hardware, software, and networks
• Familiar with Windows, macOS, Office 365, Google Workspace
• Knowledge of ITIL processes, ticketing systems, remote support tools
• Basic networking and security awareness
• Strong communication and customer service skills
• Team player with initiative, attention to detail, and eagerness to learn
• Certifications: ITIL 4, CompTIA A+/Network+, Microsoft 365 is a plus

What we offer

At New Era Technology, we are committed to providing our employees with rewarding and fulfilling work experience. In addition to a competitive salary, we offer a range of benefits, including:

• Day 1 HMO + 1 free dependent

• Health and Wellness Reimbursement Benefits

• Company Salary Loans

• Government contributions

• Assistance with government loan payments

• th month pay

• Night differentials pay

• Holiday pay (for hours worked on holidays)

• Mandated Leaves

• Work equipment provided

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

We believe that investing in our employees is the key to professional growth and setting the standard for excellence in our field. We are looking for new team members who showcase our core values of community, integrity, agility and commitment. If this resonates with you, there is an opportunity to join New Era Technology's growing team of highly skilled and industry-certified professionals.

New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

View our Privacy Policy here