IT HELPDESK ENGINEER

Outsource Accelerator; Pasig; On-site; PHP 2,006,000 - 2,633,000; Full time

Benefits offered by this job

Fully remote

Job summary

Outsource Accelerator seeks a Junior Helpdesk Engineer to join a remote UK-focused support team. The role requires teamwork and the ability to work independently, with a strong willingness to learn quickly in a fast-paced environment.

Working hours follow UK business time (8:30am–5:30pm) with an hour lunch; remote-first operations. You will diagnose and resolve Windows 10/11, Microsoft 365, Active Directory, Exchange, and basic networking issues while delivering excellent customer service to UK

Qualifications

• Experience delivering first-line IT support to end users.
• Ability to learn new technologies quickly and absorb information.
• Strong customer service mindset and communication skills.

Responsibilities

• Provide first-line technical support to users via phone, email and remote tools.
• Diagnose and resolve Windows desktop and Office issues.
• Assist with Microsoft 365 and Exchange administration tasks.
• Manage Active Directory user accounts and permissions.
• Support Windows devices and peripherals including printers.
• Investigate antivirus and endpoint security alerts.
• Perform basic network troubleshooting (DNS, IP, Wi‑Fi).
• Support Apple devices (macOS/iPhone/iPad) connectivity and configuration.
• Escalate complex issues to second-line engineers with clear documentation.
• Maintain accurate support records and communicate progress to users.
• Work independently while collaborating with senior engineers to meet targets.

Skills

Windows 10/11

Microsoft 365

Active Directory

Microsoft Exchange

Windows Server

Azure Entra ID basics

MacOS/iOS support

Endpoint security

Remote support

Networking basics

Printer & peripherals

Customer service & ticketing

Job description

About the Role

We are looking for a Junior helpdesk engineer. The person applying for this role should be a team player but also be able to work on their own initiative. Our working hours are 8:30am UK to 5:30pm UK with an hour lunch break; our client's environment and up-time being of critical importance. The technologies we use and support are varied, and thus we are looking for a person that can absorb information and learn new things quickly.

Technical Skills

• Microsoft Windows 10 & 11 administration and troubleshooting
• Microsoft 365 (Office, Outlook, Teams, OneDrive) support and administration
• Active Directory user management (password resets, account creation, permissions, group membership)
• Basic Microsoft Exchange and Microsoft 365 administration
• Windows Server fundamentals
• Azure Active Directory / Microsoft Entra ID basics
• Desktop application support including Microsoft Office and Adobe Acrobat
• Malware, antivirus and endpoint security troubleshooting
• Remote support using remote access software
• Basic TCP/IP networking, LAN/WAN, Wi-Fi troubleshooting and printer support
• Apple macOS and iPhone/iPad user support
• Hardware diagnostics, upgrades and peripheral installation
• Customer service and ticket management
• Documentation and knowledge base creation

Key Responsibilities

• Provide first-line technical support to users via phone, email and remote support tools.
• Diagnose and resolve Windows desktop, Microsoft Office and application-related issues.
• Support Microsoft 365 users with Outlook, Teams, OneDrive and password-related issues.
• Create, modify and disable user accounts within Active Directory while maintaining security best practices.
• Assist with Microsoft Exchange and Microsoft 365 administration tasks including mailbox configuration and permissions.
• Install, configure and maintain Windows desktops, laptops and peripheral devices.
• Investigate antivirus alerts and malware-related issues using endpoint protection software.
• Perform basic network troubleshooting including Wi-Fi connectivity, DNS, IP configuration and printer networking.
• Support Apple devices including macOS, iPhone and iPad connectivity and email configuration.
• Escalate complex technical issues to second-line engineers while documenting troubleshooting steps and resolutions.
• Maintain accurate support records and communicate progress clearly to end users.
• Work independently to prioritise workload while collaborating with senior engineers to meet service targets.

Professional Profile

A motivated and customer-focused IT professional with experience providing first-line technical support across Windows environments and Microsoft 365. Confident troubleshooting desktop, networking and user account issues while delivering excellent customer service. A quick learner with a strong interest in Microsoft technologies, cybersecurity and cloud services, able to work independently in a fully remote environment while collaborating effectively with technical teams.

Currently we do not have a PSA / RMM solution. We have a custom AI helpdesk and use GoTo Technologies for remote access.

Working Conditions

• Fully remote supporting UK clients
• Mon - Fri
• UK hours