Service Desk Engineer

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

📋 Description

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

• Ensure that all calls, support interactions, and incident requests are accurately logged in the Service Desk system.

• Address customer inquiries promptly and in a professional manner.

• Investigate and document incidents in a clear and concise manner.

• Regularly update customers regarding progress and resolutions.

• Deliver solutions within the agreed service levels.

• Take ownership of assigned Critical Incidents and prioritize them accordingly.

• Conduct timely investigations and updates, including timestamps and interactions with customers.

• Execute necessary actions to resolve critical incidents.

• Contribute to post-incident reports, identifying lessons learned and areas for improvement.

• Assist in identifying, triaging, and escalating potential cybersecurity threats or anomalies.

• Provide first-level response for security-related incidents (such as phishing reports, account compromises, and suspicious activities).

• Support cybersecurity monitoring tools by flagging unusual behaviors or patterns.

• Adhere to established security protocols and help maintain cybersecurity best practices across clients.

• Maintain the confidentiality and integrity of customer data during incident handling.

• Ensure that knowledge base articles and documentation are regularly updated.

• Accurately complete weekly timesheets.

• Attend and actively participate in weekly team meetings and one-on-one sessions.

• Continuously enhance skills through training and certifications, particularly in cybersecurity.

• Troubleshoot hardware and software issues both independently and collaboratively.

• Escalate issues to senior management that may significantly affect business or customer operations.

• Coordinate with vendors when internal resolution is not possible.

• Communicate effectively with customers, using terminology consistent with Virtuelle Group’s standards.

• Undertake additional tasks that contribute to the overall success of Virtuelle Group.

• Participate in rotational shift work to support Virtuelle’s operating hours (five days per week).

⛳️ Requirements

• A minimum of 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 customer service and communication abilities (both written and verbal).

• Proven capability to deliver exceptional customer service.

• Preferred exposure to or experience in cybersecurity, including familiarity with:

• Basic threat detection and first-level triage.

• Email security tools (phishing and spam filtering).

• Identity and security incident handling.

• Microsoft certifications are highly valued.

🏝️ Benefits

• Ongoing training and development opportunities.

• Dynamic and team-oriented culture.

• Wellness programs.

• Company-wide celebrations.

• Mentoring and support to help you reach your full potential.