IT Service Desk Engineer

eTeam; Taguig; On-site; PHP 300,000 - 600,000; Full time

Job summary

eTeam in Metro Manila, Taguig, is seeking an IT Service Desk Engineer to provide Tier 1 technical support for hardware, software, and IT services. You will handle incidents, service requests, SaaS support, and onboarding/offboarding of employees.

The role involves on-site work in Uptown Bonifacio with 40 hours weekly, following EMEA hours, from November 16, 2026 to January 31, 2027. Strong troubleshooting and customer service skills are essential.

Qualifications

• Experience providing IT service desk or technical support.
• Knowledge of macOS, ChromeOS and Google Workspace.
• Familiarity with Google Admin and 2FA.
• Experience using Jira Service Desk or similar systems.
• Understanding of IT infrastructure and configurations.
• Familiarity with Google Workspace, Atlassian, Okta, Jamf and Slack.
• Strong troubleshooting and root-cause analysis skills.
• Knowledge of ITIL and incident management.
• Excellent customer service, communication and time management.
• Experience working with service vendors.

Responsibilities

• Provide day-to-day technical support for hardware, software and IT platforms.
• Troubleshoot and resolve IT incidents and service requests per procedures.
• Support SaaS applications, compliance and onboarding/offboarding.
• Document IT procedures, troubleshooting steps and solutions.
• Identify recurring issues and suggest process improvements.
• Gather user feedback to improve IT services and support experience.
• Collaborate with IT Operations teams, stakeholders and vendors.

Skills

IT support

Customer service

Troubleshooting

Incident management

Communication

Time management

Vendor coordination

Root-cause analysis

On-site support

SaaS support

Tools

Jira Service Desk

Google Workspace

Atlassian tools

Okta

Jamf

Slack

Job description

Department: IT Operations

Job Category: Engineering

Job Code: CW-ITE-ITE

Work Setup: On-site

Schedule: EMEA hours, 9:00 AM–6:00 PM

Contract Duration: November 16, 2026 – January 31, 2027

Working Hours: 40 hours per week

Job Overview

The IT Service Desk Engineer will provide Tier 1 technical support to employees across the organization, ensuring efficient resolution of hardware, software, and IT service-related issues. The role involves incident management, service request fulfillment, SaaS application support, and employee onboarding and offboarding.

Key Responsibilities

• Provide day-to-day technical support for hardware, software, and IT platforms.
• Troubleshoot and resolve IT incidents and service requests according to established procedures.
• Support SaaS applications, compliance requirements, and employee onboarding and offboarding.
• Maintain accurate documentation of IT procedures, troubleshooting steps, and solutions.
• Identify recurring technical issues and recommend process improvements.
• Gather user feedback to improve IT services and the overall support experience.
• Collaborate with IT Operations teams, internal stakeholders, and external service providers.

Qualifications and Requirements

• Experience providing IT service desk or technical support.
• Technical support knowledge of macOS, ChromeOS, and Google Workspace.
• Familiarity with Google Admin and two-factor authentication (2FA).
• Experience using Jira Service Desk or similar ticketing systems.
• Basic understanding of IT infrastructure and configurations.
• Familiarity with administration tools such as Google Workspace, Atlassian, Okta, Jamf, and Slack.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Knowledge of ITIL principles and incident management practices.
• Excellent customer service, communication, and time management skills.
• Experience working with service vendors.

Nice-to-Have Skills

• Knowledge of Agile principles.
• Experience with scripting and automation.
• Experience supporting users in a remote-first or globally distributed environment.
• This is an on-site position based in Uptown Bonifacio, Taguig City.
• Candidates must be amenable to the specified EMEA working schedule.
• The initial contract is scheduled from November 16, 2026, to January 31, 2027.