IT Service Desk Engineer (JOIN ASAP)

About the role

As an IT Service Desk professional, you will provide technical support to end users by troubleshooting hardware, software, network, and account-related issues. You will ensure that tickets are properly documented and resolved within agreed service levels.

Key responsibilities

• Provide Level 1–1.5 technical support to end users via phone, email, chat, and ticketing systems.
• Troubleshoot issues involving Windows operating systems, Microsoft 365, Active Directory, VPN, printers, and network connectivity.
• Diagnose and resolve hardware and software-related issues.
• Assist users with password resets, account access, and basic Active Directory administration.
• Troubleshoot VPN connectivity and remote access issues to ensure secure and reliable user access.
• Document troubleshooting steps, resolutions, and relevant information in the ticketing system.
• Monitor and manage service requests and incidents through ConnectWise Manage.
• Escalate complex technical issues to the appropriate support team when necessary.
• Provide professional and timely customer service to internal and external users.
• Follow established IT support procedures, security guidelines, and service-level requirements.

About you

• At least 2 years of experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows 10/11 environments.
• Working knowledge of Active Directory, Microsoft 365, TCP/IP, DNS and DHCP, VPN troubleshooting, printers and peripherals, and Windows Server.
• Familiarity with ticketing systems; ConnectWise Manage experience is an advantage.
• Good verbal and written English communication skills.
• Strong customer service and interpersonal skills.
• Willing to work night shifts and report 100% onsite in BGC, Taguig.

About us

IT By Design Philippines is a growing IT and MSP environment offering career growth and development opportunities in a global setting.

Benefits

• HMO coverage from Day 1
• Free dependent
• 13th Month Pay
• 10% Night Differential for qualifying night-shift hours
• Performance Bonus
• Life Insurance
• Staff Meals
• Transportation Support
• WFO Allowance
• Accommodation Benefit subject to company policy and eligibility