Desktop Support Engineer - Windows, Mac & M365 Expert

Lenovo PCCW Solutions; Santo Niño 1st; On-site; PHP 391,000 - 614,000; Full time

Job summary

Lenovo PCCW Solutions is seeking a Desktop Support Engineer to deliver L2 IT support and hardware/software management. The role covers Windows/MacOS imaging, software deployment, and asset management in a fast-paced environment.

The candidate should have 3–5 years in end-user support, strong problem-solving, and excellent communication skills. Familiarity with ServiceNow and ITIL/Microsoft certifications is preferred, with a focus on timely, quality service delivery.

Qualifications

• Minimum 3 to 5 years of experience in endpoint support and project handling.
• Diploma or bachelor's degree in information technology, Computer Science, or related field.
• ITIL certification and Microsoft certifications are desirable.

Responsibilities

• Provide L2 desktop support and troubleshoot IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues.
• Assist in Windows and Mac OS installation, imaging, upgrades, technical refresh, troubleshooting, backup and software deployment.
• Troubleshoot M365, Outlook, MS Teams, OneDrive, SharePoint and Microsoft Office applications Word, Excel, PowerPoint.
• Provide technical support in troubleshooting, diagnosing, and resolving end-user incidents, requests and problems through desktop support services and remote support, where appropriate.
• Baseline image creation and tailoring of Windows operating system images to form a core baseline.
• Responsible for users and devices onboarding, offboarding, Tech refresh, OS patching and upgrading.
• Ensure hardware and software asset records are maintained properly and perform year end wall to wall inventory checks.
• Document detailed notes, promptly update comments in the ticketing system (ServiceNow) and provide accurate and timely customer updates.
• Monitor desktop engineer queues and walk ins, pickup tickets and resolve tickets by ensuring SLAs are met, and quality practices are being followed.
• Respond to customer escalations in person and/or via email in a timely manner

Skills

Problem-solving

Multitasking

Team player

Communication

Education

IT/CS degree

ITIL certification

Microsoft certifications

Tools

ServiceNow

Intune

Active Directory

O365

Job description

Lenovo PCCW Solutions is seeking a Desktop Support Engineer to deliver L2 IT support and hardware/software management. The role covers Windows/MacOS imaging, software deployment, and asset management in a fast-paced environment.

The candidate should have 3–5 years in end-user support, strong problem-solving, and excellent communication skills. Familiarity with ServiceNow and ITIL/Microsoft certifications is preferred, with a focus on timely, quality service delivery.