Service Desk Engineer

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

📋 Description

• Serve as the initial point of contact for late-shift incidents and service requests through ticketing, email, or phone.

• Accurately log all interactions in Zoho Desk, including summaries, categories, priorities, and client references.

• Diagnose and resolve first-level incidents utilizing remote support tools and the knowledge base.

• Set clear expectations and keep users updated on progress, ownership, and subsequent steps.

• Manage your personal ticket queue to achieve client response and resolution targets.

• Oversee the shared queue and take on unassigned tickets as necessary.

• Identify and flag tickets that are at risk of breaching service level agreements.

• Maintain ticket status, time logs, and resolution notes; ensure tickets are closed after confirmation of resolution.

• Provide support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.

• Troubleshoot Windows 10/11 and macOS devices.

• Assist with mobile devices and endpoint management, addressing enrolment, compliance, and policy issues.

• Resolve issues related to wireless connectivity, VPN, printing, DNS/DHCP, and local connectivity.

• Support business applications for clients and coordinate with third-party vendors.

• Manage joiner, mover, and leaver requests.

• Monitor remote management platforms and backup reporting.

• Escalate issues related to infrastructure, security, backup, major incidents, and out-of-scope matters.

• Provide thorough handovers to Level 2 or Level 3 engineers.

• Take the afternoon handover from the Hong Kong day team and prepare an end-of-shift handover report.

• Complete scheduled end-of-shift checks and document the results.

• Create resolution notes and update knowledge base articles.

• Keep client documentation up to date and report any gaps or outdated information.

• Adhere to PTS service management processes and comply with ISO 27001 and ISO 20000 controls.

• Manage client information and credentials in accordance with the information security policy.

• Report any suspected security incidents immediately.

• Support audits with complete and retrievable ticket evidence.

• Propose enhancements to service desk processes, tools, and automation.

⛳️ Requirements

• A minimum of 1 to 2 years of experience in an IT service desk, help desk, or first-line technical support position.

• Experience in a managed service provider or multi-client environment is preferred.

• Familiarity with operating within defined service levels using a ticketing system.

• Experience providing remote support to business users.

• Shift-work or extended-hours support experience is a plus.

• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, Microsoft 365 Certified Modern Desktop Administrator Associate, or ITIL Foundation are beneficial but not mandatory.

• Basic working knowledge of Microsoft 365 administration at the first-line level, including Active Directory and Entra ID account and group management.

• Proficiency in troubleshooting Windows 10 and Windows 11; familiarity with macOS is advantageous.

• Understanding of IP addressing, DNS, DHCP, wireless, and VPN concepts.

• Experience with remote support, remote monitoring and management, and endpoint management tools.

• Strong written and spoken English skills with a professional tone suitable for corporate end users and senior client personnel.

• Methodical troubleshooting abilities, strong ticket ownership, sound escalation judgment, and a capacity for quickly learning new platforms.

• Availability to work the 3:00 PM to 12:00 AM Monday-to-Friday PH-time schedule.

• Capability to operate in a service environment adhering to ISO 27001 and ISO 20000 controls.

🏝️ Benefits

• Company-provided complete setup for desktop/laptop with backup internet.

• Complimentary pre-employment Medical Assessment (T&C apply).

• Health Maintenance Organization (HMO) coverage starting on the first day of employment.

• 15 Vacation Leaves and 5 Sick Leaves.

• Annual Performance Reviews.

• Unlimited Employee Referral Incentives.

• Employee Loan Facilities.

• Access to Social Clubs and Interest Workshops.

• Participation in company events with opportunities to win prizes and receive rewards for exceptional performance.

• Statutory Benefits including Maternity, Paternity and Solo Parent Leaves, Magna Carta for Women, Retirement Benefits, OT, and Premium Pays.

• Structured onboarding process.

• Clear career progression path to Level 2 Service Desk Engineer and beyond into infrastructure, Microsoft 365, or security specialization.

• Competitive salary package.

• A genuinely caring Leadership Team.

• A work-life balance and growth-oriented environment.