Associate Engineer

Integrated Office Solutions; Manila; On-site; PHP 390,600 - 669,600; Full time

Benefits offered by this job

Competitive salary

Career development

Work-life balance

Collaborative environment

Job summary

Integrated OS in the Philippines is seeking an IT Service Desk Engineer to provide Level 1 support, manage tickets, and assist end users across a hybrid office environment.

The role requires 5-7 years of IT service desk experience, strong Windows/macOS and Microsoft 365 knowledge, and hands-on with Active Directory, Entra, and Azure. Join a collaborative team at Parkway Corporate Center, Alabang, with 24/7 coverage supporting Australian time zones.

Qualifications

• 5-7 years' experience in IT service desk or IT support.
• Strong knowledge of Windows – server and client operating systems, macOS, and Microsoft 365.
• Proficient in Active Directory / Entra, group policy, and endpoint security tools.
• Experience administering Azure tenancies – VM workloads, storage accounts and Azure networking.
• Basic understanding of networking technologies (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills with the ability to troubleshoot common technical issues.
• Ability to prioritise tasks and manage multiple incidents simultaneously.
• Excellent technical and business writing skills.

Responsibilities

• Respond to and resolve IT support tickets via phone, email, and ticketing system within SLAs.
• Diagnose and troubleshoot technical issues across OS, software, hardware, and networking.
• Escalate complex incidents to second/third-line support when necessary.
• Provide high-quality end-user support with clear communication.
• Assist in onboarding/offboarding, including account creation and hardware setup.
• Deliver training or guidance on software, hardware, and IT best practices.
• Maintain accurate records of IT assets, licenses, and configurations.
• Support patch management, software updates, and security compliance tasks.
• Ensure adherence to IT security policies and procedures.
• Maintain up-to-date documentation for processes and troubleshooting steps.
• Identify opportunities for process improvement in IT service delivery.

Skills

IT experience

Windows OS

macOS

Microsoft 365

Education

ITIL Foundation

Bachelor's degree

Tools

Active Directory

Entra

Group Policy

Endpoint security tools

Azure

Job description

Unleash Your Talents with Us!

Hi there, our future IT Service Desk Engineer! Happy to see YOU here.

Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.

From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.

Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!

What you'll do:

This role is responsible for Level 1 resolution of tickets, providing efficient, courteous, and effective technical support to end users, ensuring minimal downtime and maximum productivity. The IT Service Desk Engineer will handle incident management, service requests, and basic problem resolution for hardware, software, networking, and business applications.

Key responsibilities for this role include:

• Respond to and resolve IT support tickets via phone, email, and ticketing system within agreed SLAs
• Diagnose and troubleshoot technical issues including operating systems, software, hardware, and network connectivity
• Escalate complex incidents to second/third-line support teams when necessary
• Deliver high-quality end-user support with excellent communication and customer service skills
• Assist in onboarding and offboarding processes, including account creation, hardware setup, and system access
• Provide training or guidance on software, hardware, and IT best practices where required
• Maintain accurate records of IT assets, licenses, and configurations
• Support patch management, software updates, and security compliance tasks
• Ensure adherence to IT security policies and procedures
• Maintain clear and up-to-date documentation for processes, procedures, and troubleshooting steps
• Identify opportunities for process improvement and contribute to IT service delivery enhancements
• Maintaining high-quality communication with users, customer stakeholders, and all relevant internal teams
• Update and maintain technical skills, fulfil an SME function in agreed knowledge/technology domains

Successful candidate must have:

• 5-7 years' experience in IT service desk or IT support
• Strong knowledge of Windows – server and client operating systems - macOS and Microsoft 365
• Proficient in management of Active Directory / Entra, group policy, and endpoint security tools
• Experience administering Azure tenancies – VM workloads, storage accounts and Azure networking
• Basic understanding of networking technologies (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).
• Excellent communication skills with the ability to explain technical issues to non-technical users
• Strong problem-solving skills with the ability to troubleshoot common technical issues
• Ability to prioritise tasks and manage multiple incidents simultaneously
• Excellent technical and business writing skills

Desirable Skills:

• Employment history within a Managed Services Provider
• ITIL Foundation certification or equivalent
• understanding of IT service management.
• Experience with service desk ticketing tools (e.g.: ConnectWise, ServiceNow, Jira)
• Exposure to IT security practices and endpoint protection tools
• Degree qualified within an appropriate discipline

Work Arrangements:

• Schedule:24/7 shifting schedule - Australian Time (AUST)
• Work Setup: Hybrid- Be part of a collaborative and energetic team in a professional office environment.
• Location: Parkway Corporate Center, Alabang, Muntinlupa City

What's in it for YOU?

At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.

• Competitive Salary & Benefits:Be rewarded for your expertise and dedication.
• Career Growth & Development:Work alongside international clients and gain valuable experience.
• Work-Life Balance:Our innovative activities, open communication channels, and commitment to inclusivity make everyday exciting and rewarding!
• Collaborative & Supportive Environment:Be part of a passionate team that values innovation and teamwork.

Your seat awaits! Be part of our thriving team and CLICK APPLY!