Service Desk Engineer

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

📋 Description

• Deliver Level 1/2 remote support for incidents and service requests.

• Accurately log calls, support interactions, and incident requests in the Service Desk system.

• Address customer inquiries and provide updates on progress and resolutions.

• Investigate and document incidents while delivering solutions within agreed service levels.

• Take ownership of, prioritize, investigate, and resolve assigned Critical Incidents.

• Contribute to post-incident reports and identify areas for learning and improvement.

• Identify, triage, and escalate potential cybersecurity threats and anomalies.

• Provide initial responses for phishing reports, account compromises, and suspicious activities.

• Support cybersecurity monitoring by flagging unusual behaviors or patterns.

• Ensure the confidentiality and integrity of customer data is maintained.

• Keep knowledge base articles and documentation current.

• Complete weekly timesheets and participate in weekly team meetings and one-on-one sessions.

• Troubleshoot hardware and software issues both independently and collaboratively.

• Escalate matters that could significantly affect business or customer operations.

• Coordinate with vendors for issues that cannot be resolved internally.

• Communicate with customers adhering to Virtuelle Group standards.

• Engage in rotational shift work five days per week.

⛳️ Requirements

• At least one year of experience in an IT Service Desk or Managed Service Provider (MSP) environment.

• Experience in supporting Microsoft Windows environments and end-user computing.

• Strong understanding of remote support tools and ticketing systems.

• Excellent written and verbal communication skills for customer service.

• Proven ability to deliver exceptional customer service.

• Preferred exposure or experience in cybersecurity.

• Familiarity with basic threat detection and first-level triage.

• Knowledge of email security tools, including phishing and spam filtering.

• Understanding of identity and security incident handling.

• Microsoft certifications are highly regarded.

• Commitment to continuous improvement and achieving optimal outcomes for customers.

• Ability to participate in rotational shift work to support Virtuelle’s operating hours, five days per week.

🏝️ Benefits

• Immediate impact and direct involvement in customer outcomes.

• Relentless opportunities for professional and individual growth.

• Open lines of communication with the leadership team.

• Ongoing training and development opportunities.

• Continuous learning and development offerings.

• Access to mentoring and support.

• Team-building experiences and events.

• Company-wide celebrations.

• Wellness programs.

• World-class office environments in premium business hubs.

• Collaborate with global brands and international clients.

• A close-knit, collaborative, vibrant, and inclusive culture.