Service Desk Engineer

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

The Service Desk Engineer is primarily responsible for providing 1st/2nd level, predominantly remote technical assistance to users, by telephone, email or other electronic means and utilising Remote Access software.

This includes diagnosing and resolving incidents and service requests regarding user account setup, software, hardware, computer peripheral equipment, networks, databases, and the internet, and providing support in the deployment, installation and maintenance of systems.

Work Arrangement: ONSITE in Clark Office

Shift Schedule: 7AM - 4PM PHT

About the Job

Technical Responsibilities:

• Providing remote assistance to end users.
• User account creation and management.
• Delivering advanced support for workstations (mainly PC)
• Delivering basic support for server and networking systems.
• Support and change management of Microsoft (Office) 365
• Operation of monitoring systems and triaging monitoring alerts including endpoint, antivirus and backup alerts.

Windows Desktop OS (Windows 10-11)

• Domain join
• Setup user profile
• Migrate user profile
• Install user applications
• Troubleshoot OS corruptions/issues
• Add/Remove printers
• Troubleshoot Outlook issues

Networking

• General ping tests
• Reboot of routers
• General workstation connectivity troubleshooting
• Contact ISP and liaise

Backup/Restore

• Perform checks on backup health
• Restart services and run backup jobs
• Identify any error or issue patterns
• Perform replication checks.
• Check NAS, HDD and SAN health

Windows Server 2012-2019 and Active Directory

• Check and investigate server performance issues
• Log users out of sessions
• Troubleshoot LoB application issues
• Troubleshoot Terminal services issues
• Troubleshoot general network drive and printer issues
• General troubleshooting of Group Policy, DNS, DHCP
• User setups on Active Directory (AD)
• Modify security groups on AD

Microsoft 365

• User Management, setup of users, licenses, and password resets
• Update 365 / Teams groups

Sharepoint & Onedrive

• Investigate general application sync issues (OneDrive) on client workstations

Security

• Reset of user password
• Check sign in logs
• Log user sessions out
• Setup MFA for new user accounts
• Resolve MFA login issues

Hyper-V virtualization

• Check status of virtual machines from hosts

Azure

• User management
• Security, Distribution, Dynamic Distribution groups modifications
• MFA assistance

Exchange (online)

• Setup mailbox
• Setup shared mailbox and permissions
• Setup mail forwarding
• Troubleshoot Outlook, OST and PST issues.

Teams, Teams Voice

• Troubleshooting issues with Teams Desktop and web application
• Troubleshooting sign in issues
• General call testing

Your Qualification:

Skills and Qualifications:

• Very high-level verbal and written English
• Frontline experience on telephone technical support.
• 1-2 years’ experience in IT support roles
• Significant experience working within ticketing systems
• Significant knowledge of Microsoft Windows 10 -11.
• Basic knowledge of Office 365 e.g. user setup and minor configs.
• Basic understanding of end-user hardware setup, support and troubleshooting.
• Basic understanding of good IT security and risks

Nice to have:

• Familiarity with Microsoft licensing
• Familiarity with Cloud environments such as Azure
• MSP experience

Job Offer:

• Free relocation accommodation of up to 4 weeks for those relocating near Technology Elite Office*

• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)

• HMO coverage for employee +1 FREE dependent on the first day of employment +1 additional FREE dependent per successful year of tenure (up to five (5) years)

• We provide Relocation Salary Loan assistance*

• Tenure Incentive Program*

• Referral Bonus of up to Php20,000.00*

• ALL government mandated benefits

  *Terms and conditions apply