IT Service Desk Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Diagnose issues with Windows devices, Microsoft 365, network infrastructure, and VoIP systems.

• Act as the main technical authority and reliable partner for clients.

• Manage client interactions, establish rapport, and set clear expectations.

• Organize and oversee the ticket queue efficiently.

• Manage warm transfer escalations effectively.

• Develop and enhance knowledge-base documentation.

• Serve as a liaison between clients and vendors to facilitate incident resolution.

• Engage in weekly meetings and participate in team-led training sessions.

• Foster accountability, proactive service, and deliver exceptional customer support.

⛳️ Requirements

• Practical experience in troubleshooting, configuring, and managing Microsoft technologies.

• Proficient with Windows Server, Active Directory, and Group Policies.

• Strong background in Microsoft 365, Hyper-V, DNS, and DHCP.

• Understanding of advanced networking concepts.

• Capability to troubleshoot firewalls, switches, and Wi-Fi connectivity.

• Outstanding customer service skills, with an ability to build trust and navigate challenging situations.

• Experience in creating detailed internal documentation.

• Familiarity with Remote Access Solutions such as Remote Desktop and RemoteApps.

• A problem-solving mentality and a collaborative approach.

• Availability to work from 9 am to 6 pm EST (New York City time zone).

🏝️ Benefits

• Access to top-tier tools and valuable documentation.

• Opportunities for professional growth through team-led training.

• Exposure to innovative technology.

• Recognition for initiative and personal growth.

• Support for your career development.

• A collaborative team culture that values employee input and ideas.