IT Service Desk Engineer
Summary
L1/L2 service desk engineer providing phone, email, and chat support to international clients from a BGC, Taguig office on a US-hours night shift. Day-to-day involves troubleshooting Windows, Microsoft 365, Active Directory, VPN, printers, and networking (TCP/IP, DNS, DHCP) while meeting SLAs and documenting tickets.
Salary: ₱35,000 – ₱45,000 per month
About the role
We're looking for an experienced IT Service Desk Analyst to join our growing team and provide technical support to international clients. You'll work across multiple client environments, supporting Windows, Microsoft 365, Active Directory, networking, and end-user technologies while delivering reliable and professional IT support.
Key responsibilities
Provide L1/L2 technical support through phone, email, chat, and ticketing systems
Troubleshoot Windows desktop, laptop, hardware, software, and application issues
Support Active Directory, including user accounts, password resets, access management, and permissions
Troubleshoot Microsoft 365, Outlook, VPN, printers, and network connectivity
Apply working knowledge of TCP/IP, DNS, DHCP, and Windows Server in troubleshooting
Manage incidents and service requests while meeting established SLAs and response times
Document troubleshooting steps, resolutions, and ticket updates accurately
Escalate complex technical issues to the appropriate support teams
Provide clear and professional communication to international clients and end users
About you
At least 2 years of experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support
Experience in an MSP, IT-BPO, or enterprise IT support environment is highly preferred
Hands-on experience with Windows 10/11 and desktop troubleshooting
Hands-on experience with Active Directory
Hands-on experience with Microsoft 365 and Outlook
Hands-on experience with VPN and network connectivity
Hands-on experience with printers and peripheral support
Basic Windows Server administration
TCP/IP, DNS, and DHCP knowledge
Familiarity with ticketing systems and ITSM processes
Experience supporting international users or clients
Strong English communication and customer service skills
Comfortable handling multiple tickets, priorities, and escalations
Willing to work 100% onsite in BGC, Taguig, on a night shift aligned with US hours
Benefits
HMO Coverage Day 1 + 1 Free Dependent
Life & Pet Insurance
Performance Bonus & Annual Review
13th Month Pay
10% Night Shift Differential
Holiday Pay
Government-Mandated Benefits
Free Meals, Coffee & Snacks
Shuttle Services
On-Site Allowance
Accommodation Benefit
Employee Rewards & Recognition
Technical Training & Career Development
Global Client Exposure
Opportunities for Technical & Career Growth
About us
IT By Design is a global IT infrastructure and talent solutions company supporting MSPs and businesses worldwide. With teams across the US, Philippines, and India, we deliver 24/7 Helpdesk, NOC, SOC, Cloud, Cybersecurity, and other managed IT services.