L1 Service Desk Engineer

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

📋 Description

• Address client incidents and service requests within established L1 parameters

• Manage tickets from start to finish within L1 capabilities

• Restore services and provide transparent communication regarding actions taken and upcoming steps

• Assess and escalate issues with comprehensive technical and business context

• Prioritize tasks, collaborate with colleagues, and maintain queue health

• Interact professionally with clients across various communication channels

• Manage incidents and requests in accordance with ITIL-based service management protocols

• Ensure data integrity, classification precision, documentation accuracy, security, and compliance with audit standards

• Utilize and enhance knowledge articles

• Engage in the Continuous Service Improvement (CSI) framework by identifying process enhancements and implementing approved solutions

• Develop technical abilities through structured learning, practical problem-solving, and feedback from escalations

• Advance technical, professional, or leadership skills along designated career pathways

⛳️ Requirements

• A minimum of 1–2 years of frontline technical support experience in IT settings

• Capability to independently troubleshoot common technical issues and convey solutions clearly to non-technical users

• Strong working knowledge of Windows 10/11 desktop environments

• Proficient in core Microsoft 365 applications: Outlook, Teams, OneDrive, and SharePoint

• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, and connectivity troubleshooting

• Familiarity with IT Service Management (ITSM) frameworks, preferably ITIL

• Practical experience with ticketing systems such as ServiceNow or similar

• Hands-on experience using remote support tools

• Experience managing Active Directory user administration, including password resets, account unlocking, and group membership

• Basic expertise in endpoint management

• Relevant foundational IT support certification such as CompTIA A+ or equivalent

• Ability to quickly grasp new technologies through self-directed learning, hands-on experimentation, and practical application

• Preferred certifications or experience may include Microsoft 365 Fundamentals (MS-900), ITIL 4 Foundation, CompTIA Network+, or managed services/MSP experience

• Strong skills in communication, client service, accountability, independent work, collaboration, judgment, integrity, and confidentiality

🏝️ Benefits

• Opportunities for learning, mentoring, and career development support

• Team-building activities and company-wide celebrations

• Wellness programs

• State-of-the-art office spaces in premium business locations

• Opportunities to collaborate directly with international clients and global brands

• Continuous learning and professional development

• Engaging employee programs

• A vibrant and inclusive workplace culture