Desktop Support Engineer

Heidi Chef Solutions LLC; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Heidi Chef Solutions LLC in Quezon City, Philippines, seeks a Technical Support Engineer to provide first-line IT support, resolve issues, and escalate when necessary. You will handle desktop problems, cabling, and basic network configuration, ensuring customer systems stay functional.

The role requires strong problem-solving, communication skills, and the ability to work with Windows, macOS, and Windows Server environments.

Qualifications

• Bachelor's degree in Electronic and Computer Engineering or Computer Science.
• Proven ability to troubleshoot Windows 7–10, Windows Server, and macOS.
• Strong problem-solving and communication skills.
• Experience with Microsoft Office Suite.
• Ability to work after hours and occasional travel.
• Certifications in Microsoft, Linux, Fortinet, Cisco or similar are a plus.

Responsibilities

• Serve as first response for desktop and cabling issues.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Work with servers and telephone systems.
• Log issues accurately and escalate when needed.
• Prioritize and manage multiple open issues.
• Follow up to ensure full functionality after troubleshooting.
• Provide detailed steps taken on escalations.

Skills

Problem-solving

Communication

Time management

Organization

Education

BSc in Electronic and Computer Engineering or CS

Tools

Windows OS

Windows Server

Mac OS

Microsoft Office

Networking basics

Cisco

Fortinet

Linux

Job description

Quezon City CPO, Philippines

Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.

Work Overview

• First response for desktop and cabling issues.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Works with servers and telephone systems.
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are accurately logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Troubleshoots independently aiming for first time resolution every time, knowing when to elevate when required to ensure consistent work velocity.
• Provides detailed information on steps taken on all escalations.

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Excellent problem-solving and communication skills.
• Hands on experience with Windows 7 thru 10, Windows Server and Mac operating systems
• Knowledge of network security practices
• Ability to provide step-by-step technical help, both written and verbal
• Must be confident and socially adept
• Experience with Microsoft Office Suite
• Must be a fast and pro-active self-leaner
• Must have a positive and helpful attitude towards other colleagues and work in general
• Must be able to handle pressure from time to time and always meet deadlines
• Ability to travel and work after hours when necessary
• Must have excellent time management, prioritization, scheduling and organization skills.
• Degree in Electronic and Computer Engineering or Computer Science.
• Certifications in Microsoft, Linux, Fortinet, Cisco or similar technologies is a plus