Global IT Service Desk Engineer

Black & White Engineering; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Black & White Engineering is seeking a Global IT Service Desk Engineer to act as the first point of contact for IT incidents and service requests across multiple regions. This role supports a 24×7 follow-the-sun service desk and requires strong troubleshooting, customer service, and incident management skills.

You will log, triage, and resolve Tier 1 issues, including password resets, Microsoft 365 problems, and connectivity, while escalating complex cases to Tier 2/3.

Qualifications

• Bachelor's degree in IT, Computer Science or related field.
• ITIL Foundation certification preferred or willingness to obtain within six months.
• Experience in IT support/helpdesk/service desk environments.
• Strong understanding of ITSM principles and incident management processes.
• Proficient with Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Basic Active Directory/Entra ID administration knowledge.
• Knowledge of VPN, Wi‑Fi, printing, and basic network troubleshooting.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
• Experience monitoring infrastructure, networks, endpoints, or security alerts.
• Excellent written and verbal communication for a global, multi-timezone environment.

Responsibilities

• Be the first point of contact for IT incidents via phone, email, chat, and self‑service.
• Log, categorize, prioritize, and document tickets in the ITSM system.
• Resolve Tier 1 incidents at first contact where possible (password resets, access, MS 365 issues).
• Ensure incidents follow SLAs and maintain clear ticket updates.
• Escalate complex issues to Tier 2/3 with complete diagnostics.
• Collaborate with regional IT teams to resolve incidents.
• Provide timely user communication and updates during incidents.
• Follow ITIL-aligned processes for incident, request, and escalation management.

Skills

IT service management

Incident management

Customer service

Microsoft 365

Active Directory

VPN basics

ITSM platforms

Communication

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Freshservice

Microsoft 365 Admin

Job description

Black & White Engineering is a multi-award-winning engineering consultancy with more than 1,100 employees across the UK, Europe, Middle East, and Asia Pacific.

We specialize in the full spectrum of engineering design consultancy for the data centre sector, including Mechanical, Electrical & Plumbing (MEP), Civil & Structural, Design Management, Sustainability, BIM, Power Systems, and other infrastructure-related services.

Our engineering expertise reaches across all sectors of the construction industry, providing pragmatic and practical design solutions that ensure projects are both spatially and operationally efficient. Our design process fully considers installation and maintenance practicalities on site.

Due to our continued growth, we are seeking a Global IT Service Desk Engineer to join our Global IT Service Management function and provide first-line IT support across our international

operations.

The successful candidate will serve as the first point of contact for all IT incidents and service requests, ensuring consistent, high-quality support across multiple regions and time zones. This position requires a customer-focused IT professional with strong troubleshooting skills, attention to detail, and the ability to operate effectively within a global 24×7 follow-the-sun service desk environment.

The role is critical in maintaining business continuity for our global engineering operations by ensuring timely incident resolution, effective communication with users, and seamless escalation to specialist IT teams when required.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests through phone, email, chat, and self-service platforms.
• Log, categorise, prioritise, and accurately document all tickets within the IT Service Management (ITSM) system.
• Resolve Tier 1 incidents at first contact where possible, including password resets, access requests, Microsoft 365 issues, and connectivity problems.
• Ensure all incidents and service requests are managed in accordance with defined Service Level Agreements (SLAs).
• Maintain accurate ticket updates and documentation throughout the incident lifecycle.
• Escalate unresolved or complex issues to Tier 2 and Tier 3 support teams with complete diagnostic information.
• Collaborate with regional IT teams and technical specialists to support incident resolution.
• Monitor escalated tickets and ensure timely progress updates and user communication.

Technical Support & Troubleshooting

• Provide first-line technical support for end-user devices, applications, and IT services.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Perform basic Active Directory / Entra ID administration activities, including password resets, account unlocks, and group membership updates.
• Provide support for VPN, Wi-Fi, printing, and basic network connectivity issues.
• Perform basic troubleshooting for Windows laptops, desktops, and mobile devices.
• Utilise ITSM tools such as ServiceNow, Jira Service Management, or equivalent platforms to manage incidents and requests.

Monitoring & Proactive Support

• Monitor real-time dashboards, alerts, and notifications from infrastructure, network, endpoint, and security monitoring tools.
• Perform initial assessment and triage of alerts before escalation to relevant technical teams.
• Identify potential service disruptions and contribute to proactive issue prevention.
• Support service availability and reliability across global engineering operations.

User Communication & Service Quality

• Provide clear, professional, and timely communication to users throughout the incident resolution process.
• Keep users informed regarding incident status, expected resolution timelines, and service restoration.
• Deliver high-quality customer service aligned with user satisfaction (CSAT) targets.
• Maintain a strong focus on end-user experience and service excellence.
• Contribute to the creation and maintenance of knowledge base articles, troubleshooting guides, and known error documentation.
• Identify recurring issues, process gaps, and opportunities for service improvement.
• Participate in continuous improvement initiatives to enhance IT service delivery.
• Support effective shift handovers through clear documentation of outstanding issues and activities.

Process Compliance

• Follow ITIL-aligned processes for incident, request, and escalation management.
• Ensure compliance with ticket categorisation, prioritisation, and documentation standards.
• Maintain accurate records to support audit and compliance requirements.
• Adhere to established IT service management policies and procedures.

Job Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• ITIL Foundation certification preferred, or willingness to obtain certification within six months.
• Previous experience in an IT support, helpdesk, or service desk environment.
• Strong understanding of IT service management principles and incident management processes.
• Working knowledge of Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Basic knowledge of Active Directory / Entra ID administration.
• Understanding of VPN, Wi-Fi, printing, and basic network troubleshooting.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or equivalent.
• Basic experience monitoring infrastructure, network, endpoint, or security alerts.
• Strong customer service mindset with a focus on delivering excellent end-user support.
• Excellent written and verbal communication skills in a global, multi-timezone environment.
• Strong attention to detail in documentation, ticket management, and process compliance.
• Ability to work effectively under pressure while managing multiple priorities.
• Strong collaboration skills and ability to work with global IT teams.
• Willingness to work rotating shifts, including nights, weekends, and holidays, as part of a 24×7 follow-the-sun support model.