Service Desk Engineer

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

📋 Description

• Leverage AI-driven support tools and knowledge platforms to enhance incident resolution times and elevate service quality.

• Provide support for Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and other associated cloud services.

• Assist in managing endpoints, overseeing mobile device management (MDM), and conducting device compliance monitoring.

• Address security-related incidents, including phishing reports, compromised accounts, malware alerts, and unusual user activity.

• Ensure the maintenance of precise documentation, knowledge base articles, standard operating procedures, and technical runbooks.

• Monitor service queues and actively identify trends, recurring issues, and potential automation opportunities.

• Engage in onboarding and offboarding tasks, including provisioning, deprovisioning, access reviews, and asset management.

• Support technologies for hybrid and remote workforces, including VPN, virtual desktops, collaboration platforms, and cloud applications.

• Achieve established service metrics such as SLA compliance, ticket quality, first-contact resolution, and customer satisfaction objectives.

• Participate in after-hours support, escalation rotations, and major incident response efforts as necessary.

• Undertake any additional responsibilities assigned by the Management team.

• May be required to provide on-site technical assistance to system users by diagnosing issues and collaborating with vendors to resolve significant hardware and software challenges.

⛳️ Requirements

• An Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• A minimum of 2 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services setting. Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.

• Experience supporting Windows 11, macOS, iOS, and Android operating systems.

• Practical understanding of cybersecurity concepts, including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.

• Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and the administration of SaaS applications.

• Experience with ITSM platforms like ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.

• Knowledge of ITIL service management principles.

• Strong written and verbal communication abilities, capable of conveying technical concepts to non-technical users.

• Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.

• Experience supporting financial services, hedge funds, legal firms, or other highly regulated industries is preferred.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.

• Opportunities for professional development and training.

• Collaborative and inclusive work environment.