Service Desk Engineer

HireBooth; Manila; Hybrid; PHP 2,524,000 - 3,785,000; Full time

Job summary

Arraya Solutions is seeking an experienced IT Help Desk professional to deliver remote support for Windows, macOS, and mobile devices to US-based clients. You will manage incidents, assist with VPN/MFA, and support MS 365 workloads, with a focus on rapid resolution and quality customer service.

The role requires 3–5 years in MSP environments, familiarity with IT Glue, NinjaOne, Autotask, and a willingness to work a shifting schedule while occasionally reporting to Makati/BGC offices as needed.

Qualifications

• 3–5 years in Windows support with Active Directory permissions.
• Experience supporting laptops/desktops and end-user apps.
• Troubleshooting Microsoft Office 365, SharePoint, Exchange.
• Familiar with network topologies, VPN and MFA troubleshooting.
• Strong written and verbal communication; able to update KBs.

Responsibilities

• Handle field and remote support via phone, chat, and email.
• Troubleshoot Windows/macOS/mobile devices; manage incidents.
• Provide device, VPN, and MFA support; assist with MS Azure incidents.
• Provision accounts and administer resources; update ticketing system.
• Maintain IT Glue knowledge base; assist with projects as needed.

Skills

Windows OS experience

AD security permissions

End-user support

Office 365 troubleshooting

SharePoint familiarity

Exchange familiarity

Networking basics

VPN/MFA troubleshooting

Customer service

Knowledge base authoring

Tools

NinjaOne

Autotask

Thread

IT Glue

Office 365 tools

Job description

• State/Province National Capital Region (Manila)
• Country USA

Job Description

About the Client

Arraya Solutions is a trusted, full-service IT consulting and managed services provider committed to empowering organizations with customized, high-performance technology solutions. Since its founding in 1999, Arraya has combined deep technical expertise with a white-glove, relationship-driven approach to deliver tailored digital transformation.

Key Responsibilities

• Field support calls
• Deliver professional, friendly, and effective customer service via phone, chat, and email.
• Provide support for Windows, macOS, and mobile devices
• Identify and organize tickets according to priority
• Provide support in handling Incident Management calls
• Primarily remote technical support
• Hardware and software incident remediation
• Troubleshoot and resolve MS Azure incidents and requests
• Account provisioning and administration
• Hardware configuration and repair
• Actively manage assigned work in the ticketing system, including timely and meaningful updates
• Troubleshoot and resolve tickets related to VPN and MFA issues
• Resolve network issues using knowledge of IP addressing, subnetting, and TCP/IP
• Assist with maintaining an accurate Service Desk knowledge base (IT Glue)
• Assist management with projects as assigned

Requirements

At least 3–5 years of experience with the following:

• Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
• Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications
• Experience troubleshooting Microsoft Office 365 and Office applications
• Familiarity with SharePoint and Exchange
• Experience with monitoring solutions, such as NinjaOne.
• Familiarity with network topologies and troubleshooting,
• Ability to read, comprehend, and follow instructions either from Team Leader/Director
• Has experience creating and updating knowledge base articles
• Excellent verbal and written communication skills

Other Experience:

• Experience working in an MSP environment with multiple customers
• Experience working with Autotask and Thread is plus
• ITIL fundamentals are a plus
• Microsoft certifications are a plus

Additional Requirements:

• Must have fiber optic internet with at least 25 Mbps bandwidth
• Must have a backup desktop or laptop with the latest operating system
• Must be willing to work on a shifting schedule
• Must be amenable to reporting to our Makati and BGC office as needed