Remote IT Service Desk Engineer (L1-L2 Support)

Turnitin, LLC; Metro Manila; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Remote first culture

Health insurance

Education reimbursement

Paid time off

Parental leave

Retirement plan

Job summary

Turnitin, LLC is seeking an IT Service Desk Engineer to deliver Level 1–2 technical support for a remote-first workforce. You will troubleshoot devices, software, access and SaaS applications, ensuring timely resolutions while maintaining clear communication with employees.

You’ll work with Zendesk/Jira Service Management and collaborate with Security, IT Operations and Corporate IT to improve processes and the knowledge base.

Qualifications

• Demonstrated experience in IT Service Desk, Technical Support or IT Support environments.
• Experience providing Level 1 and 2 technical support.
• Strong troubleshooting across hardware, software and OS.
• Solid macOS and Windows knowledge.
• Experience supporting SaaS apps and corporate IT systems.
• Understanding of identity, authentication, access management and IT support processes.
• Familiarity with ITSM/ticketing platforms (Zendesk/Jira Service Management).
• Able to explain technical concepts clearly to non‑technical users.
• Strong written and verbal communication and organizational skills.

Responsibilities

• Provide Level 1/2 technical support to Turnitin employees globally.
• Respond to incidents and service requests within SLAs.
• Troubleshoot hardware, software, OS, network, and access issues.
• Support Mac and Windows devices including config and installs.
• Assist with onboarding/offboarding and access provisioning.
• Maintain accurate ticket records and update knowledge base.
• Identify trends and opportunities to automate or improve services.
• Collaborate with IT Engineering, Security and Operations on escalations.

Skills

IT Service Desk

Level 1/2 support

Mac & Windows

SaaS applications

ITSM / ticketing

Security & access mgmt

Customer service

Documentation

Education

Relevant IT degree or cert

Tools

Zendesk

Jira Service Management

Jamf

Okta

Google Workspace

Job description

Turnitin, LLC is seeking an IT Service Desk Engineer to deliver Level 1–2 technical support for a remote-first workforce. You will troubleshoot devices, software, access and SaaS applications, ensuring timely resolutions while maintaining clear communication with employees.

You’ll work with Zendesk/Jira Service Management and collaborate with Security, IT Operations and Corporate IT to improve processes and the knowledge base.