Helpdesk Engineer

System Engineer

Department: Service Delivery

Work Model: WFO (Onsite)

Shift Type: Rotational shifts in EST

Position Summary

System Engineer is a skilled technician who can act as the first point of contact for their end-users to resolve or escalate issues related to desktop hardware, software, network, and others when a request is raised through phone calls, emails, or chats. They have effective communication and customer service skills and can troubleshoot end user support issues quickly. Success for them is high customer satisfaction and quick resolution of helpdesk tickets. They act as intermediaries between their organization and its clients by continuing to take ownership of the problem and ensuring that it has been appropriately reordered, prioritized, and resolved within the defined service-level agreements (SLAs).

Education and Qualifications

• Bachelor’s degree and Undergraduate with minimum 2 years of experience.
• At least 2 – 3 years of working experience with Windows domain desktop & end user technical support.
• Experience of working with teams of English-speaking countries
• Excellent customer service skills.
• Active Directory user management and troubleshooting

Responsibilities

• Desktop operating system maintenance, troubleshooting, and diagnosis
• Desktop connectivity troubleshooting
• Application installation and support
• Printer installation and support
• Client VPN installation and support
• Microsoft Office Suite Support
• Desktop antimalware administration and resolution
• Active Directory user management and troubleshooting

Added Advantage

• O365 administration.
• MCSA, AZ-900 or Network+, ITIL foundation

Behavioral Skills

• Longevity and commitment in previous work
• Team player
• Ability to meet target under pressure and time bound deadlines
• Dynamic and pleasing attitude and personality

Benefits

 HMO coverage effective Day 1 of employment

 Pet insurance effective Day 1 of employment

 Group life insurance effective Day 1 of employment

 Night Shift Differential – 10% for hours worked between 10:00 PM and 6:00 AM

 Holiday Premium Pay

 Government-Mandated Benefits – SSS, PhilHealth, and Pag-IBIG

 Annual Performance Review and Bonus

 13th Month Pay

 Subsidized Meals & free coffee/snacks

 Shuttle Service

 Service Incentive Leaves (accrued 12SL, and 12VL)

 Quarterly Rewards and Recognition