IT Service Desk Engineer

IT by Design Philippines Inc.; Taguig; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO Coverage Day 1

Life & Pet Insurance

Performance Bonus

13th Month Pay

Night Shift Differential

Holiday Pay

Shuttle Services

On-Site Allowance

Career Development

Global Client Exposure

Job summary

IT By Design Philippines Inc. is seeking an experienced IT Service Desk Analyst to support international clients across multiple environments. You will handle L1/L2 tickets, troubleshoot Windows 10/11, Microsoft 365, and Active Directory, and ensure timely resolutions while meeting SLAs.

Ideal candidates have hands-on Windows, AD, M365, VPN, and networking experience, plus strong English communication. The role is 100% onsite in BGC, Taguig, with US-hours night shift and opportunities for growth.

Qualifications

• 2+ years in IT Service Desk, Help Desk, Desktop Support or Technical Support

Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and ticketing systems
• Troubleshoot Windows desktop, laptops, hardware, software and applications
• Support Active Directory user accounts, passwords, access and permissions
• Troubleshoot Microsoft 365 and Outlook, VPN, printers, network connectivity
• Apply TCP/IP, DNS, DHCP, and Windows Server knowledge in troubleshooting
• Manage incidents and service requests with SLAs
• Document troubleshooting steps and resolutions in tickets
• Escalate complex issues to appropriate teams
• Communicate clearly with international clients and end users

Skills

IT Service Desk

MSP/IT-BPO experience

Windows 10/11

Active Directory

Microsoft 365/Outlook

VPN/Network

Printers/Peripherals

Windows Server

TCP/IP/DNS/DHCP

ITSM / Ticketing

International clients

English communication

Multitasking/Escalations

On-site night shift US hours

Job description

About the role

We’re looking for an experienced IT Service Desk Analyst to join our growing team and provide technical support to international clients. You’ll work across multiple client environments, supporting Windows, Microsoft 365, Active Directory, networking, and end-user technologies while delivering reliable and professional IT support.

Key responsibilities

• Provide L1/L2 technical support through phone, email, chat, and ticketing systems
• Troubleshoot Windows desktop, laptop, hardware, software, and application issues
• Support Active Directory, including user accounts, password resets, access management, and permissions
• Troubleshoot Microsoft 365, Outlook, VPN, printers, and network connectivity
• Apply working knowledge of TCP/IP, DNS, DHCP, and Windows Server in troubleshooting
• Manage incidents and service requests while meeting established SLAs and response times
• Document troubleshooting steps, resolutions, and ticket updates accurately
• Escalate complex technical issues to the appropriate support teams
• Provide clear and professional communication to international clients and end users

About you

• At least 2 years of experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support
• Experience in an MSP, IT-BPO, or enterprise IT support environment is highly preferred
• Hands-on experience with Windows 10/11 and desktop troubleshooting
• Hands-on experience with Active Directory
• Hands-on experience with Microsoft 365 and Outlook
• Hands-on experience with VPN and network connectivity
• Hands-on experience with printers and peripheral support
• Basic Windows Server administration
• TCP/IP, DNS, and DHCP knowledge
• Familiarity with ticketing systems and ITSM processes
• Experience supporting international users or clients
• Strong English communication and customer service skills
• Comfortable handling multiple tickets, priorities, and escalations
• Willing to work 100% onsite in BGC, Taguig, on a night shift aligned with US hours

Benefits

• HMO Coverage Day 1 + 1 Free Dependent
• Life & Pet Insurance
• Performance Bonus & Annual Review
• 13th Month Pay
• 10% Night Shift Differential
• Holiday Pay
• Government-Mandated Benefits
• Free Meals, Coffee & Snacks
• Shuttle Services
• On-Site Allowance
• Accommodation Benefit
• Employee Rewards & Recognition
• Technical Training & Career Development
• Global Client Exposure
• Opportunities for Technical & Career Growth

About us

IT By Design is a global IT infrastructure and talent solutions company supporting MSPs and businesses worldwide. With teams across the US, Philippines, and India, we deliver 24/7 Helpdesk, NOC, SOC, Cloud, Cybersecurity, and other managed IT services.