IT Service Desk

Accent Micro Technologies, Inc.; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

Accent Micro Technologies, Inc. is seeking a Service Desk Engineer to deliver first- and second-level IT support, troubleshoot hardware and software, and manage incidents and service requests with a customer-first approach.

The role involves on-site and remote support, documentation, and collaboration with the IT team in a fast-paced environment. The ideal candidate has a Bachelor's degree in a related field, at least 1 year of IT support experience, or fresh graduates with internship exposure,

Qualifications

• Bachelor's degree in IT, CS, CE, or related field.
• At least 1 year of IT support or service desk experience.
• Fresh graduates welcome if they have internship experience.
• Knowledge of desktop and laptop hardware, software installation and configuration.
• Basic understanding of Windows operating systems and user account management.
• Familiarity with basic network troubleshooting (LAN, Wi-Fi, printers).
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to handle multiple requests.
• Willingness to provide on-site support and handle incoming support calls.
• Ability to work independently and with the IT team.

Responsibilities

• Deploy, install, configure, and maintain desktops, laptops, and other IT peripherals.
• Handle incoming IT incidents and service requests through phone, email, and other support channels.
• Provide on-site hardware and software troubleshooting and technical assistance.
• Perform basic troubleshooting of printers, LAN, Wi-Fi, and other connectivity issues.
• Log, categorize, prioritize, and monitor incidents based on urgency, impact, and established support procedures.
• Perform NT password resets and provide basic user account and access-related support.
• Assess incident severity and criticality, ensuring proper escalation to the appropriate support teams.
• Assist in the preparation, communication, and implementation of IT advisories.
• Perform initial troubleshooting and basic isolation of security-related incidents, escalating as necessary.
• Provide basic call center support by receiving, handling, and routing incoming calls and technical concerns.
• Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions.
• Deliver professional, timely, and customer-focused IT support to end users.

Skills

Customer service

Troubleshooting

IT support

Desktop hardware

Windows OS

Networking basics

Communication

Teamwork

Education

Bachelor's degree in IT/CS/CE

Job description

We are looking for a service-oriented and technically skilled Service Desk Engineer to join our team. The successful candidate will be responsible for providing first- and second-level technical support, troubleshooting hardware and software issues, managing IT incidents and service requests, and ensuring timely resolution of technical concerns.

Key Responsibilities

• Deploy, install, configure, and maintain desktops, laptops, and other IT peripherals.

• Handle incoming IT incidents and service requests through phone, email, and other support channels.

• Provide on-site hardware and software troubleshooting and technical assistance.

• Perform basic troubleshooting of printers, LAN, Wi-Fi, and other connectivity issues.

• Log, categorize, prioritize, and monitor incidents based on urgency, impact, and established support procedures.

• Perform NT password resets and provide basic user account and access-related support.

• Assess incident severity and criticality, ensuring proper escalation to the appropriate support teams.

• Assist in the preparation, communication, and implementation of IT advisories.

• Perform initial troubleshooting and basic isolation of security-related incidents, escalating as necessary.

• Provide basic call center support by receiving, handling, and routing incoming calls and technical concerns.

• Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions.

• Deliver professional, timely, and customer-focused IT support to end users.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.

• Preferably with at least 1 year of experience in IT support, service desk, help desk, or a similar role.

• Fresh graduates are welcome to apply, provided they have relevant experience through internships.

• Knowledge of desktop and laptop hardware, software installation, and configuration.

• Basic understanding of Windows operating systems and user account management.

• Familiarity with basic network troubleshooting, including LAN, Wi-Fi, and printer connectivity.

• Good analytical, troubleshooting, and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong customer service orientation and the ability to handle multiple requests.

• Willingness to provide on-site technical support and handle incoming support calls.

• Ability to work independently and collaboratively with the IT team.