IT Service Desk Engineer

EPG Group is a global leader in workforce solutions, partnering with innovative organizations to deliver exceptional talent worldwide. We support a leading global organization in the cryptocurrency and financial technology industry, specializing in digital assets and blockchain technology.

Position Details

• Start Date: ASAP

• Schedule: Full-time, 40 hours per week (8 hours per day)

• Working Hours: EMEA hours, 9:00 AM – 6:00 PM

• Work Arrangement: Onsite

• Contract Duration: 3 Months

• Location: Uptown Bonifacio Tower Three, 36th Street Corner 11th Avenue, Taguig City, Philippines

• Employment Type: Contract

• Openings: 1

Role Description

The IT Service Desk Engineer / Tier 1 Engineer will provide day-to-day technical support to employees across hardware, software, and SaaS platforms. This role focuses on resolving technical issues, fulfilling service requests, supporting employee onboarding and offboarding, and maintaining IT documentation.

The ideal candidate has strong troubleshooting and customer service skills, experience supporting macOS and ChromeOS environments, and familiarity with Google Workspace and IT service management tools.

Key Responsibilities

• Provide technical support for hardware, software, and company applications.

• Troubleshoot and resolve IT incidents and service requests using established procedures.

• Support SaaS applications, compliance practices, and employee onboarding and offboarding.

• Assist with the administration and support of Google Workspace, Atlassian, Okta, Jamf, and Slack.

• Support macOS, ChromeOS, Google Admin, and two-factor authentication (2FA).

• Document technical issues, resolutions, IT procedures, and application processes.

• Identify recurring technical issues and recommend service improvements.

• Support the implementation of new applications, tools, and IT procedures.

• Collaborate with IT Operations teams, internal departments, and external service providers.

• Follow IT service management best practices and contribute to continuous improvement.

Systems and Tools

• macOS and ChromeOS

• Google Workspace and Google Admin

• Jira Service Desk or similar ticketing systems

• Okta, Jamf, and Slack

• Two-factor authentication (2FA) tools

Skills

• Technical troubleshooting and root cause analysis

• Strong customer service and user support skills

• Excellent verbal and written communication

• Time management and prioritization

• Technical documentation and knowledge sharing

• Collaboration and continuous improvement

• Understanding of ITIL principles

Requirements

• Experience in IT support or a technical service desk environment.

• Knowledge of macOS, ChromeOS, and Google Workspace.

• Familiarity with Google Admin and two-factor authentication methods.

• Experience with Jira Service Desk or similar ticketing systems.

• Basic understanding of IT infrastructure configurations.

• Administration or support experience with Google Workspace, Atlassian, Okta, Jamf, and Slack.

• Strong troubleshooting and problem-solving skills.

• Excellent customer service, communication, and time management skills.

• Understanding of ITIL principles.

• Experience working with service vendors.

Nice to Have

• Understanding of Agile principles.

• Experience with scripting and automation.

• Experience supporting users in a remote-first or globally distributed organization.

Benefits:

• HMO: Coverage starts on Day 1, with dependent coverage

• Allowances: Provided as part of the employment package

Why Join Us?

This is an opportunity to work in the cryptocurrency and financial technology industry, supporting a global technology environment. You will collaborate with an international IT Operations team and contribute to a workplace that values clear communication, efficient execution, continuous learning, and excellent customer service.

Hiring for our Client, Recruitment managed by EPG.