Service Desk Engineer - Philippines - Deskwork

    Deskwork
    Deskwork Philippines

    23 oras ang nakalipas

    Transportasyon / Logistics
    Paglalarawan

    Job Title: Service Desk Engineer

    Location: Remote

    This role provides both frontline support and escalated Level 2 troubleshooting to our client's customers across a broad range of IT environments. The engineer will work remotely, acting as a key part of the service desk, handling everything from initial ticket triage and troubleshooting to resolving more complex user and system issues. Strong written and verbal English communication, customer service, and the ability to work independently are critical for success.

    KEY RESPONSIBILITIES

    Service Desk Operations

    • Receive and log incoming service requests and incidents from clients via phone, email, and portal.
    • Perform initial triage and troubleshooting for a wide range of technical issues including desktop, Microsoft 365, printing, application, and network connectivity problems.
    • Work on and resolve Level 2 tickets escalated by frontline engineers, including more complex desktop, user access, Microsoft 365, and basic server-related issues.
    • Monitor ticket queues and ensure timely updates, communication, and closure.
    • Ensure all work is documented accurately in the ticketing system, including problem description, troubleshooting steps, and resolution.

    Technical Support Tasks

    • Provide support for Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint), and common business apps.
    • Assist with user account management in Active Directory and Microsoft 365 (adds, changes, password resets).
    • Support remote access technologies (VPNs, remote desktop sessions).
    • Troubleshoot issues with printers, network connectivity, and VoIP setups.

    Client Communication

    • Deliver a consistently high level of customer service, acting as the remote "face" of the client.
    • Communicate clearly and professionally with users and team members.
    • Follow up regularly with clients on open tickets and keep them informed on progress and resolution.

    Collaboration & Documentation

    • Collaborate with the wider service desk team, escalating issues appropriately to senior engineers.
    • Contribute to internal knowledge bases and ensure accurate documentation in ITGlue.
    • Maintain awareness of changes in client environments and update documentation when required.

    GENERAL DUTIES & EXPECTATIONS

    • Maintain reliable remote work habits, including punctuality and availability during agreed NZ business hours.
    • Ensure a quiet, professional home office with a stable internet connection.
    • Prioritise work effectively, balancing urgency with attention to detail.
    • Take initiative to improve client experience, systems, and processes where possible.
    • Follow company policies, security procedures, and operational best practices.

    SKILLS & QUALIFICATIONS

    Required

    • Excellent English communication skills, both written and spoken.
    • 3+ years in a service desk or technical support role (L1 or L2).
    • Proficient in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
    • Good working knowledge of Windows desktop environments, printers, and remote support tools.
    • Familiarity with Active Directory user management and basic server awareness (e.g., rebooting servers, checking services).
    • Solid troubleshooting skills with the ability to identify and resolve issues independently or with minimal escalation.

    Preferred

    • Experience working in an MSP environment or supporting multiple clients.
    • Familiarity with ConnectWise, ITGlue, and RMM platforms (e.g., Kaseya).
    • Certifications such as Microsoft 365 Fundamentals, CompTIA A+, or ITIL Foundation.
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