Senior Service Desk Engineer (Telecom)

Asticom Technology Inc; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Asticom Technology Inc. in the Philippines is seeking a Service Desk Team Lead – Telecom to oversee daily service desk operations and lead the resolution of telecom network incidents.

You will manage wireless and wireline networks, supervise ticket handling in ServiceNow, ensure SLA compliance, and coach engineers while coordinating with network operations and engineering teams. The role requires strong leadership and a focus on operational excellence, including 18/7 shift readiness.

Qualifications

• Bachelor's degree in Telecommunications Engineering, IT, or Computer Engineering.

Responsibilities

• Oversee daily service desk operations and ensure timely handling and resolution of telecom network tickets and alerts.

Skills

Leadership

Telecom networks

ServiceNow

Incident management

SLA monitoring

Ticketing systems

Communication skills

Team management

Scripting basics

Problem solving

Education

Bachelor's degree in Telecommunications Engineering/IT/Computer Engineering

Tools

ServiceNow

Job description

Job Description

We are looking for a Service Desk Team Lead – Telecom to oversee daily service desk operations and lead the resolution of telecom network incidents and service complaints. The role requires strong technical knowledge of wireless and wireline networks, including network architecture, products, service call flows, monitoring, troubleshooting, and incident management.

Key Responsibilities

• Oversee daily Service Desk operations and ensure timely handling and resolution of telecom network tickets and alerts.

• Supervise ticket creation, troubleshooting, escalation, and resolution using ServiceNow while ensuring SLA compliance.

• Troubleshoot and guide engineers in resolving Wireless and Wireline network issues, including access and core network concerns.

• Analyze network alarms, performance indicators, recurring incidents, and service degradation to identify potential issues and appropriate actions.

• Guide the team in proper Work Order creation, endorsement, and escalation to Tier 1, Tier 2, L2, and L3 teams.

• Coordinate with Network Operations, Engineering, and other technical teams for issue validation, resolution, and schedule alignment.

• Ensure accurate ticket documentation, troubleshooting details, Work Orders, and resolution reports.

• Act as an escalation point for complex wireless and wireline telecom incidents.

• Monitor team productivity, SLA performance, escalation effectiveness, and resolution quality.

• Provide coaching, mentoring, and technical guidance to Service Desk Engineers.

• Identify and implement process improvements to improve service quality and operational efficiency.

• Prepare accurate operational and performance reports for management.

• Perform other tasks as assigned by the immediate superior.
  Job Qualifications

  • Bachelor’s degree in Telecommunications Engineering, IT, Computer Engineering, or a related field.

  • More than 2 years of experience in Telecom Network Operations or Service Desk Operations.

  • Strong working knowledge of both Wireless and Wireline Telecom Networks.

  • Good understanding of wireless technologies, network elements, connectivity, alarms, service flows, and performance indicators.

  • Good understanding of wireline technologies, including broadband/FTTH, access networks, OSP, and service call flows.

  • Hands‑on experience with Service Management and Ticketing Systems, preferably ServiceNow.

  • Familiarity with network monitoring and alerting tools.

  • Experience in troubleshooting, incident management, ticket escalation, and SLA monitoring.

  • Ability to analyze network trends, recurring incidents, and performance data.

  • Knowledge of Service Quality Management, Customer Experience Management, and Incident Process Management.

  • Basic knowledge of scripting and automation is an advantage.

  • Strong leadership, communication, decision-making, and team management skills.

  • Willingness to work in a 18/7 shifting/telecom operations environment.