IT Service Desk Engineer (JOIN ASAP)
Salary: ₱35,000 – ₱40,000 per month
About the role
As an IT Service Desk professional, you will provide technical support to end users by troubleshooting hardware, software, network, and account-related issues. You will ensure that tickets are properly documented and resolved within agreed service levels.
Key responsibilities
Provide Level 1–1.5 technical support to end users via phone, email, chat, and ticketing systems.
Troubleshoot issues involving Windows operating systems, Microsoft 365, Active Directory, VPN, printers, and network connectivity.
Diagnose and resolve hardware and software-related issues.
Assist users with password resets, account access, and basic Active Directory administration.
Troubleshoot VPN connectivity and remote access issues to ensure secure and reliable user access.
Document troubleshooting steps, resolutions, and relevant information in the ticketing system.
Monitor and manage service requests and incidents through ConnectWise Manage.
Escalate complex technical issues to the appropriate support team when necessary.
Provide professional and timely customer service to internal and external users.
Follow established IT support procedures, security guidelines, and service-level requirements.
About you
At least 2 years of experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support.
Strong troubleshooting and problem-solving skills.
Experience supporting Windows 10/11 environments.
Working knowledge of Active Directory, Microsoft 365, TCP/IP, DNS and DHCP, VPN troubleshooting, printers and peripherals, and Windows Server.
Familiarity with ticketing systems; ConnectWise Manage experience is an advantage.
Good verbal and written English communication skills.
Strong customer service and interpersonal skills.
Willing to work night shifts and report 100% onsite in BGC, Taguig.
About us
IT By Design Philippines is a growing IT and MSP environment offering career growth and development opportunities in a global setting.
Benefits
HMO coverage from Day 1
Free dependent
13th Month Pay
10% Night Differential for qualifying night-shift hours
Performance Bonus
Life Insurance
Staff Meals
Transportation Support
WFO Allowance
Accommodation Benefit subject to company policy and eligibility