Desktop Support Engineer – Bacolod City, Philippines

Axiom Technologies; Bacolod; On-site; PHP 300,000 - 540,000; Full time

Job summary

Axiom Technologies is seeking a capable Desktop Support Engineer to coordinate support activities across hardware and software in the organization’s desktop environment. The role includes onsite/on-call assistance for end-users, ensuring timely and high-quality service delivery.

You will manage IMAC and desk-side support for laptops and desktops, deploy Windows images, and provide VIP on-site support. The position requires strong troubleshooting skills and familiarity with SCCM, patch

Qualifications

• Experience providing desktop and endpoint support across hardware and software.
• Proficient in Windows OS deployment and imaging.
• Strong troubleshooting and incident resolution skills.
• Familiarity with asset management and on-site VIP support.

Responsibilities

• Coordinate desktop hardware and software incidents through resolution.
• Manage IMAC and desk-side support for laptops and desktops.
• Provide hardware/software support for standard OS and office apps across lifecycle.
• Deploy Windows images and applications using SCCM and patch management.
• Liaise with third-party vendors for component replacements.
• Provide VIP on-site support and act as the go-to IT contact at site.
• Perform endpoint health checks and asset audits monthly.
• On-call support for critical outages and smart-hand activities.

Skills

Desktop Support

Troubleshooting

Windows OS

Hardware

Software

Onsite Support

Tools

SCCM

Job description

Role Overview

We are looking for a capable and motivated Desktop Support Engineer to coordinate support activities ranging from basic troubleshooting to complex systems support. This role involves onsite/on‑call assistance to end‑users within the organization’s desktop computing environment, ensuring timely and accurate service delivery.

Key Responsibilities

• Managedesktopdevice incidents (hardware and software) through to resolution.
• Manage IMAC and desk‑side support services, including hard and soft break‑fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, manage, optimise and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT‑related issues if no other IT support team is available, like for MI calls.
• Antivirus Management on all workstation devices.
• Workstation related Software Installation & Configuration and Physical Printer Installation.
• Deployment support for the Windows Images and the applications deployed using SCCM, Patch Management and Compliance.
• Liaise with 3rd party vendors to coordinate component or unit replacement.
• Support the Virtual Desktop Interfaces at the endpoint levels.
• New Starter Onboarding and Induction.
• Smart Hands support for Network devices (e.g. Network Switches, routers, Tape Library, Servers and UPS).
• Provide technical diagnosis and incident/service request resolution of all endpoint devices set out in the Configuration Item.
• Perform endpoint routine health checks and share the report with Axiom’s Client to seek OEM support using the Client’s third‑party vendor warranty and/or support and maintenance agreements.
• Perform Physical Asset Audit whenever required and be responsible for reporting asset reports on site every month.
• Proactively do a check on user assets and comms room assets, and ensure the Asset Management tool is up to date.
• Communicate effectively with End Users throughout the service disruption/request and provide regular updates through standard Client Channels.
• Participate in Axiom’s clients’ monthly vulnerability management forum with representation from both EUC, Server and Network teams to ensure alignment and priority of vulnerability remediation activities.
• Field support engineers should be available for on‑call support for Critical outages / VIP support / Smart hand support.
• Smart hand Support is expected as per Service Levels.