Hybrid Service Desk Support Engineer

at Yempo - Your Employees Offshore

• Job title: Service Desk Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: ₱75,000 - ₱90,000 per month
• Degree requirement: Bachelor's Degree
• Tech skills: Android, Azure, VMware
• Location requirements: Hybrid, Makati, Philippines

About the role

• Service Desk Support Engineer providing first and second-level technical support for a key customer expansion. Exciting opportunity with a Managed Service Provider headquartered in Sydney.

Responsibilities

• Act as the primary point of contact for all IT service requests and incidents
• Troubleshoot and resolve technical issues or escalate to senior teams and vendors as required
• Take ownership of technology problems, including handling high-priority issues and IT outages
• Install, configure, and troubleshoot desktops, laptops, tablets, mobile devices, and peripherals
• Maintain high standards of accuracy and quality in all customer communications
• Contribute to operational tasks such as user onboarding, software deployments, and relocations
• Identify recurring incident patterns and collaborate on service delivery enhancements
• Participate in a 24/7 support roster including on-call duties to meet global customer needs

Requirements

• 3 + years of experience providing Level 1 or 2 support to a user base of 250+ end-users
• High-level support experience with the Microsoft SOE including Windows 7/8/10/11 and Office 365
• Proficiency with Intune, MDM, or remote management tools like Datto, ConnectWise, or N-able
• Strong background in Microsoft 365, Azure AD, and Active Directory administration
• Experience supporting and troubleshooting Networking, Remote Access Connectivity, and Telephony
• Proficiency in troubleshooting Digital Desktop equipment and peripheral hardware
• Familiarity with Android and Apple devices and associated management software
• Thorough knowledge of Desktop, LAN, peripheral device installation, and support
• Capability to acquire knowledge of business-specific applications requiring first and second-level support
• Experience managing servers, storage, virtualization (VMware, Hyper-V), and back-up technologies
• Microsoft certifications, preferably MCS A
• Familiarity with Service Desk tools and a solid understanding of ITIL practices
• ITIL Foundation certification is highly regarded

Benefits

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year
• 7 sick days
• Annual performance bonus es and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic, bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers