IT Service Desk Engineer (JOIN ASAP)

IT by Design Philippines Inc.; Taguig; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

HMO coverage from Day 1

Free dependent

13th Month Pay

10% Night Differential for qualifying夜

Performance Bonus

Life Insurance

Staff Meals

Transportation Support

WFO Allowance

Accommodation Benefit subject to a p o

Job summary

IT By Design Philippines is seeking an IT Service Desk professional to provide Level 1–1.5 support to end users, troubleshooting hardware, software, network, and account issues. You will document steps and resolutions, and ensure timely incident handling within SLAs.

Responsibilities include supporting Windows 10/11, AD, M365, VPN, printers, and network services, with onsite work at BGC, Taguig. Strong English communication and customer service are essential.

Qualifications

• At least 2 years in IT Service Desk or similar roles.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows 10/11 environments.
• Working knowledge of AD, M365, TCP/IP, DNS/DHCP, VPN, printers and peripherals, and Windows Server.
• Familiarity with ticketing systems; ConnectWise Manage is a plus.
• Good verbal and written English communication skills.
• Strong customer service and interpersonal skills.
• Willing to work night shifts and report 100% onsite in BGC, Taguig.

Responsibilities

• Provide Level 1–1.5 technical support via phone, email, chat, and tickets.
• Troubleshoot Windows OS, M365, AD, VPN, printers, and network connectivity.
• Diagnose and resolve hardware and software issues.
• Assist with password resets and basic AD administration.
• Troubleshoot VPN connectivity and remote access for secure user access.
• Document troubleshooting steps and resolutions in the ticketing system.
• Monitor and manage service requests and incidents via ConnectWise Manage.
• Escalate complex issues to the appropriate team when needed.
• Provide professional and timely customer service to users.
• Follow IT support procedures, security guidelines, and SLAs.

Skills

Windows 10/11

Active Directory

Microsoft 365

VPN troubleshooting

DNS/DHCP

Printers & peripherals

ConnectWise Manage

Ticketing systems

Customer service

Night shift

On-site

Tools

ConnectWise Manage

Job description

About the role

As an IT Service Desk professional, you will provide technical support to end users by troubleshooting hardware, software, network, and account-related issues. You will ensure that tickets are properly documented and resolved within agreed service levels.

Key responsibilities

• Provide Level 1–1.5 technical support to end users via phone, email, chat, and ticketing systems.

• Troubleshoot issues involving Windows operating systems, Microsoft 365, Active Directory, VPN, printers, and network connectivity.

• Diagnose and resolve hardware and software-related issues.

• Assist users with password resets, account access, and basic Active Directory administration.

• Troubleshoot VPN connectivity and remote access issues to ensure secure and reliable user access.

• Document troubleshooting steps, resolutions, and relevant information in the ticketing system.

• Monitor and manage service requests and incidents through ConnectWise Manage.

• Escalate complex technical issues to the appropriate support team when necessary.

• Provide professional and timely customer service to internal and external users.

• Follow established IT support procedures, security guidelines, and service-level requirements.

About you

• At least 2 years of experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support.

• Strong troubleshooting and problem-solving skills.

• Experience supporting Windows 10/11 environments.

• Working knowledge of Active Directory, Microsoft 365, TCP/IP, DNS and DHCP, VPN troubleshooting, printers and peripherals, and Windows Server.

• Familiarity with ticketing systems; ConnectWise Manage experience is an advantage.

• Good verbal and written English communication skills.

• Strong customer service and interpersonal skills.

• Willing to work night shifts and report 100% onsite in BGC, Taguig.

About us

IT By Design Philippines is a growing IT and MSP environment offering career growth and development opportunities in a global setting.

Benefits

• HMO coverage from Day 1

• Free dependent

• 13th Month Pay

• 10% Night Differential for qualifying night-shift hours

• Performance Bonus

• Life Insurance

• Staff Meals

• Transportation Support

• WFO Allowance

• Accommodation Benefit subject to company policy and eligibility