Senior Service Desk Engineer | On site | Ortigas
Req ID: 5127
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.
We are currently looking for a Senior Service Desk Engineer who will be working with Connext's Client in the United States of America.
What's in it for you?
25% Night Differential
Perfect Attendance Bonus
Mid-year Bonus!
Competitive compensation
Life insurance
HMO Insurance
Great company culture
What is the job?
The Senior Service Desk Engineer is responsible in serving as a senior escalation point within a centralized service desk environment, handling complex and high-impact technical issues across infrastructure, identity, networking, endpoints, and applications.
Responsibilities:
• Resolve complex and high-severity technical escalations across infrastructure, identity, networking, endpoints, and applications.
• Serve as the senior technical point of contact for assigned clients and support queues.
• Lead technical response during major incidents, including triage, containment, coordination, and stabilization.
• Perform advanced troubleshooting using logs and telemetry.
• Conduct root-cause analysis and implement solutions to prevent recurring issues.
• Own technical issues through resolution and coordinate with internal teams and specialized resources.
• Provide clear technical updates to clients during high-impact incidents.
• Manage escalations with Microsoft, ISPs, SaaS providers, and other vendors.
• Prepare technical evidence, timelines, logs, and business impact information for vendor escalations.
• Develop and maintain technical runbooks, automation, monitoring, and standards.
• Use PowerShell to implement safe, repeatable technical fixes.
• Identify recurring issues and drive permanent remediation.
• Maintain high-quality technical documentation and knowledge resources.
• Mentor engineers across support tiers.
• Coach team members on troubleshooting practices, documentation, and escalation judgment.
• Partner with Service Directors on escalation strategy, queue health, and quality calibration.
Qualifications:
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience), with at least five years of progressively responsible IT support experience, including required MSP experience and complex technical escalations.
• Strong expertise in major incident response, root-cause analysis, Microsoft 365, Azure, identity and endpoint management, networking, security, backup and recovery, and PowerShell or IT automation.