Service Desk Engineer

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

Job Description:

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Philippines.

Who We Are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Lets talk about the cool stuff you will do at Axi!

Axis Philippines team is the operational backbone for a globally distributed workforce — and this role sits at the centre of keeping it running. As a Service Desk Engineer, youll own the end-to-end technology experience for Axi users in the region: from the devices they boot up each morning to the infrastructure that keeps the business connected across time zones. This is not a queue-clearing role — its a position that demands ownership, technical depth, and the judgment to triage and resolve issues before they become problems for the business.

Your EDGE Assignment/You Will

• 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 escalates or coordinates 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.

Are you the one?

• 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 — not just surface-level familiarity.
• Demonstrated experience managing user lifecycle processes — onboarding, offboarding, access provisioning — at scale and without dropping the ball.
• 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 a critical infrastructure fault and a routine user request without letting either slip.
• Methodical in documentation and follow-through — the kind of engineer who closes the loop, not just the ticket.

Axis bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training & certifications and soft skills development.
• Health and life insurance for employees along with 2 dependents.
• Generous time off, including 20 days of annual leave per year (incremental leave up to 25 days) and paid sick leave.
• Team-building experiences and corporate parties.

Axis interview journey

• Talent Acquisition Interview (45 minutes)
• Technical Interview — General (60 minutes)

We want to inform all prospective candidates that Axis designated Employer of Records (EOR) in Philippines is Satellite Office. As part of our commitment to legal compliance, all Axi Philippines employees will be officially working under Satellite Office Philippines.

At Axi, we prioritize creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.