Senior Service Desk Engineer - Fintech IT Ops

Axi; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health and life insurance for employee

Paid sick leave

20 days annual leave (up to 25)

Team-building experiences

Job summary

Axi Philippines is seeking a Service Desk Engineer to own the end-to-end tech experience for users in the region, from device boot to the network that keeps the business connected across time zones. This role demands ownership, technical depth and proactive triage.

You will resolve incidents, manage Windows and macOS provisioning (Intune), administer Active Directory and Microsoft 365, handle SOC‑related events, and maintain runbooks and vendor relationships in a fast‑paced fintech environment.

Qualifications

• 5+ years of experience in a service desk or IT support role within a global organisation, fintech, or large enterprise environment.
• Proven ability to administer and troubleshoot Windows and macOS environments across a distributed user base.
• Hands-on experience with Microsoft Defender, Microsoft 365 Suite, Active Directory, and Intune as core daily tooling.
• Demonstrated experience managing user lifecycle processes — onboarding, offboarding, access provisioning.
• Solid working knowledge of ITIL practices and ticketing systems, with a track record of meeting and exceeding SLA targets.
• Experience with phone system management and end-user hardware procurement and asset tracking.
• Exposure to Security Operations Centre (SOC) workflows is a strong plus.
• Familiarity with Jamf for macOS device management is preferred, and experience administering VPN solutions is advantageous.
• Composed under pressure, with the ability to context-switch between critical infra faults and routine requests.
• Methodical in documentation and follow-through — closes the loop, not just the ticket.

Responsibilities

• Own first and second-level incident resolution across hardware, software, and network systems, ensuring SLAs are met and users are kept informed at every step.
• Manage device provisioning, configuration, and lifecycle for Windows and macOS endpoints — including OS deployment, application rollout via Intune, and hardware sourcing and asset management.
• Maintain and administer Active Directory and Microsoft 365 environments, including user onboarding and offboarding, access management, and ongoing account hygiene.
• Keep office infrastructure operational — networks, telephone systems, laptops, and peripherals — and escalate or coordinate vendor remediation when required.
• Execute system changes and upgrades in collaboration with the Technology Operations team, following documented change management procedures.
• Build and maintain technical documentation — standards, runbooks, and troubleshooting guides — that raise the floor for the entire support function.
• Manage vendor relationships for IT hardware and software procurement, coordinating sourcing, delivery, and issue resolution end-to-end.
• Serve as part of the 24/7 SOC rotation, handling security-related incidents and ensuring response actions are logged, tracked, and escalated appropriately.

Skills

Windows

macOS

ITIL practices

SLA & incident management

Documentation

Security awareness

Vendor coordination

Education

5+ years of experience in service desk/IT support

Tools

Microsoft Defender

Microsoft 365

Active Directory

Intune

Jamf

VPN solutions

Job description

Axi Philippines is seeking a Service Desk Engineer to own the end-to-end tech experience for users in the region, from device boot to the network that keeps the business connected across time zones. This role demands ownership, technical depth and proactive triage.

You will resolve incidents, manage Windows and macOS provisioning (Intune), administer Active Directory and Microsoft 365, handle SOC‑related events, and maintain runbooks and vendor relationships in a fast‑paced fintech environment.