Global IT Service Desk Engineer - 24/7 Support

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 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.