Service Desk Engineer
Summary
First point of contact for end-users, resolving hardware, software, and network tickets end-to-end via calls, email, and chat for US, EMEA, and Australian clients within SLAs. Core stack: Windows 10, Microsoft 365/Office apps, and Active Directory in a domain environment.
Salary: ₱32,000 – ₱36,000 per month
About the role
Service Desk Engineer is the first point of contact for end-users, solving or escalating issues with their hardware, software, and network through calls, emails, and chat. You'll own each ticket from start to finish and make sure it's resolved on time within the required SLAs.
Key responsibilities
Technical support, service desk, or IT helpdesk supporting US, EMEA, and Australian clients
Desktop operating system maintenance, troubleshooting, and diagnosis in a domain environment
Desktop network connectivity troubleshooting
Windows 10 application installation and support, including Office applications
Microsoft 365 Apps installation, configuration, and troubleshooting
About you
Bachelor's degree
Minimum 1 year of experience dealing with international clients
Experience supporting clients and teams in English-speaking countries
Knowledge and understanding of Active Directory
Benefits
HMO coverage effective Day 1 of employment
Pet insurance effective Day 1 of employment
Group life insurance effective Day 1 of employment
Night Shift Differential – 10% for hours worked between 10:00 PM and 6:00 AM
Holiday Premium Pay
Government-Mandated Benefits – SSS, PhilHealth, and Pag-IBIG
Annual Performance Review and Bonus
13th Month Pay
Subsidized Meals & free coffee/snacks
Shuttle Service
Service Incentive Leaves (accrued 12SL, and 12VL)
Quarterly Rewards and Recognition
About us
IT By Design is an operating partner for managed service providers (MSPs), running service desk, NOC, and SOC teams that support clients 24/7.