Service Desk Engineer (Managed Service Provider) – Level 3
Summary
Level 3 Service Desk Engineer on a managed services team in Metro Manila: resolving complex client support tickets to SLA, mentoring junior engineers, and handling escalations. Core stack spans Windows Server, Azure/Entra, Intune, PowerShell, Office 365, networking, and security tooling (EPP/EDR/SIEM).
Join our MSP team as a Service Desk Engineer, where you'll tackle complex challenges, support our wide range of clients, and advance your career in a dynamic environment.
Join an award-winning company
Rotational Shift: 5 AM - 5 PM (Occasional On-Call Work)
Hybrid setup and excellent package on offer
About the Role
The Managed Services team is looking for a Service Desk Engineer – Level 3 to utilise your technical knowledge to provide support to a wide range of clients in a wide range of technical environments, whilst also assisting and mentoring other Service Desk engineers and providing technical guidance and escalation.
What You'll Do
· Ensure all support tickets are managed in line with the contracted SLAs.
· Mentor the Service Desk engineers by providing technical guidance, assisting with complex incidents and supporting the effective management of escalations.
· Assist the Support Manager by monitoring open tickets, and stepping in to provide technical assistance, guidance, and take on escalations to ensure that tickets are being worked on efficiently.
· Ensure tickets are escalated to the appropriate resolver teams in a timely manner, with all required troubleshooting, documentation and escalation criteria completed.
· Identify and pursue relevant professional development, technical training and certification opportunities.
· Demonstrate ownership of client environments by proactively identifying improvement opportunities, maintaining accurate documentation, supporting change initiatives and contributing to technical innovation.
· Work closely with clients to build strong relationships and being seen as their trusted adviser.
What You'll Bring
· Minimum 3 years of experience as a Level 3 engineer in a client-driven technical support role, ideally in an ITIL aligned, Service Desk environment within an MSP.
· Strong customer service experience and relationship building skills.
· Excellent written, verbal and interpersonal communication skills, including the ability to liaise, consult and negotiate effectively with clients, internal teams and vendors.
· Excellent problem-solving skills. Able to work through a problem, find the root cause and recommend/implement a solution.
· Take ownership of complex and high-impact incidents through to resolution, coordinating with internal teams, vendors and clients as required.
· Ability to prioritise tasks and manage time commitments to deliver the required client outcomes.
· Experience working in a Windows Server and Desktop Environments supporting and configuring services in Azure, Entra ,Intune, PowerShell, SharePoint, Office 365, etc.
· Experience working with firewalls, VPN, Internet connectivity, DNS, etc.
· Experience supporting servers in virtualised, on-prem and Azure environments.
· Experience working with security products including EPP, EDR, SIEM and application control solutions.
· Knowledge of email related products such as Exchange, Proofpoint, Exclaimer, DMARC, DKIM, etc.
· Knowledge of telephony solutions and meeting room technologies is preferable.
· Knowledge of backup and storage solutions is preferable.
· Microsoft, Cisco, Fortinet, ITIL, etc. certification is preferable.
· Experience with macOS, Linux, SQL Server, Citrix is preferable.
About Us
FUJIFILM MicroChannel is a multi-award-winning business solutions and technology provider, servicing mid-sized to large businesses, corporate divisions, government agencies, and enterprise organisations. Founded in 1995, FUJIFILM MicroChannel assists in clients to leverage technology for commercial success.
With outstanding credentials, an experienced team, and over 100+ Awards received from Microsoft, SAP, Sage, MYOB, Qlik and Körber, FUJIFILM MicroChannel is one of Australia’s most respected business solutions and technology providers. We sell and support world-class products from leading vendors; covering a full range of end-to-end operational and back-office systems. This is an exciting time to build your career at FUJIFILM MicroChannel. If this does sound like you, we would love to have a discussion with you. Please send us your resume and cover letter detailing why you are suitable for the role.