IT Service Desk Engineer (Windows Server and Azure)

Integrated Office Solutions; Manila; On-site; PHP 1,842,751 - 3,071,253; Full time

Benefits offered by this job

Competitive Salary & Benefits

Career Growth & Development

Work-Life Balance

Collaborative & Supportive Environment

Job summary

Integrated Office Solutions is looking for an IT Service Desk Engineer to manage Level 1 support and ensure minimal downtime for users. The position involves responding to incidents and providing excellent customer service in a hybrid work environment.

The ideal candidate will have strong technical skills, excellent communication abilities, and experience with Active Directory and Azure. Join a dynamic team and enjoy competitive benefits while contributing to IT service delivery improvements.

Qualifications

• Diagnose and troubleshoot issues including software and hardware.
• Ability to manage multiple incidents simultaneously.
• Strong knowledge of endpoint security tools.

Responsibilities

• Respond to and resolve IT support tickets within agreed SLAs.
• Deliver high-quality end-user support with excellent communication.
• Maintain accurate records of IT assets and configurations.

Skills

Strong problem-solving skills

Excellent communication skills

5-7 years' experience in IT service desk or IT support

Knowledge of Windows and macOS

Management of Active Directory

Basic understanding of networking technologies

Experience with service desk ticketing tools

Education

Degree qualified within an appropriate discipline

Tools

Microsoft 365

Azure

ServiceNow

Job description

This role is responsible for Level 1 resolution of tickets, providing efficient, courteous, and effective technical support to end users, ensuring minimal downtime and maximum productivity. The IT Service Desk Engineer will handle incident management, service requests, and basic problem resolution for hardware, software, networking, and business applications.

What You’ll Do

• Respond to and resolve IT support tickets via phone, email, and ticketing system within agreed SLAs
• Diagnose and troubleshoot technical issues including operating systems, software, hardware, and network connectivity
• Escalate complex incidents to second/third-line support teams when necessary
• Deliver high-quality end-user support with excellent communication and customer service skills
• Assist in onboarding and offboarding processes, including account creation, hardware setup, and system access
• Provide training or guidance on software, hardware, and IT best practices where required
• Maintain accurate records of IT assets, licenses, and configurations
• Support patch management, software updates, and security compliance tasks
• Ensure adherence to IT security policies and procedures
• Maintain clear and up-to-date documentation for processes, procedures, and troubleshooting steps
• Identify opportunities for process improvement and contribute to IT service delivery enhancements
• Maintaining high-quality communication with users, customer stakeholders, and all relevant internal teams
• Update and maintain technical skills, fulfil an SME function in agreed knowledge/technology domains

Qualifications

• 5-7 years' experience in IT service desk or IT support
• Strong knowledge of Windows – server and client operating systems - macOS and Microsoft 365
• Proficient in management of Active Directory / Entra, group policy, and endpoint security tools
• Experience administering Azure tenancies – VM workloads, storage accounts and Azure networking
• Basic understanding of networking technologies (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).
• Excellent communication skills with the ability to explain technical issues to non-technical users
• Strong problem-solving skills with the ability to troubleshoot common technical issues
• Ability to prioritise tasks and manage multiple incidents simultaneously
• Excellent technical and business writing skills

Desirable Skills

• Employment history within a Managed Services Provider
• ITIL Foundation certification or equivalent
• understanding of IT service management.
• Experience with service desk ticketing tools (e.g.: ConnectWise, ServiceNow, Jira)
• Exposure to IT security practices and endpoint protection tools
• Degree qualified within an appropriate discipline

Work Arrangements

• Schedule: 24/7 shifting schedule - Australian Time (AEST)
• Work Setup: Hybrid- Be part of a collaborative and energetic team in a professional office environment.
• Location: Parkway Corporate Center, Alabang, Muntinlupa City

Benefits

• Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
• Career Growth & Development: Work alongside international clients and gain valuable experience.
• Work-Life Balance: Our innovative activities, open communication channels, and commitment to incclusivity make everyday exciting and rewarding!
• Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.