L1 Service Desk Engineer - Fast IT Support & Clear Outcomes

Satellite Office; Metro Manila; On-site; PHP 260,000 - 420,000; Full time

Job summary

Satellite Office is seeking an L1 Service Desk Engineer to resolve client incidents and requests at first contact, ensuring clear communication and accurate records. The role emphasizes service reliability, proper triage decisions, and timely escalation with full context.

You will own tickets end to end within L1 scope, provide jargon-free updates, use knowledge articles, and contribute to queue health. This role requires strong customer focus and professional communication across channels.

Qualifications

• 1–2 years minimum frontline IT support experience.
• Able to troubleshoot common issues and explain solutions to non-technical users.
• Familiar with Windows 10/11, M365 apps, and basic networking concepts.
• Experience with ITSM and ticketing systems like ServiceNow.
• Certifications like CompTIA A+ or MS-900 are preferred.

Responsibilities

• Resolve incidents and service requests at first contact where possible.
• Own tickets end to end within L1 scope and escalate with context.
• Provide clear, concise communication and document actions taken.
• Follow ITIL-based processes and maintain data quality and records.
• Utilize knowledge articles to improve first-contact resolutions.

Skills

Frontline support

Windows 10/11 basics

ITSM basics

Remote support tools

Active Directory basics

Education

CompTIA A+ or equivalent

Microsoft 365 Fundamentals (MS-900)

ITIL 4 Foundation

Tools

ServiceNow

Active Directory

Job description

Satellite Office is seeking an L1 Service Desk Engineer to resolve client incidents and requests at first contact, ensuring clear communication and accurate records. The role emphasizes service reliability, proper triage decisions, and timely escalation with full context.

You will own tickets end to end within L1 scope, provide jargon-free updates, use knowledge articles, and contribute to queue health. This role requires strong customer focus and professional communication across channels.