Service Desk Engineer

Satellite Office; Taguig; On-site; PHP 279,000 - 446,400; Full time

Job summary

Satellite Office is looking for a Service Desk Engineer in the Philippines to serve as the first point of contact for technical support for internal users across US and Australian teams. This role involves providing timely solutions, logging and managing incidents using ITSM tools, and assisting with user account management. Candidates must possess a Bachelor’s degree in Information Technology and have experience in a Service Desk or IT Helpdesk role, along with strong knowledge of Windows OS and excellent communication skills. A willingness to work in a 24/7 schedule is required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a Service Desk or IT Helpdesk role, preferably supporting international users.
• Strong knowledge of Microsoft Windows OS and Microsoft 365 Suite.

Responsibilities

• Provide first-line technical support via phone, email, and chat.
• Log, track, and manage incidents using an IT Service Management tool.
• Escalate complex issues while maintaining ownership of the ticket.

Skills

Customer service skills

Technical support

Communication

Problem-solving

Knowledge of Microsoft Windows OS

Basic network troubleshooting

Education

Bachelor’s degree in Information Technology or related field

Tools

Jira Service Management

Zendesk

Job description

The Service Desk Engineer will act as the first point of contact for technical support, providing timely and effective solutions to internal users across our US or Australian teams. This role is critical for ensuring smooth day-to-day operations and requires excellent communication skills and a customer-service-oriented mindset, honed in a global support environment.

Key Responsibilities:

• Provide first-line technical support via phone, email, and chat, resolving IT issues related to hardware, software, and network.
• Log, track, and manage incidents and service requests using an IT Service Management (ITSM) tool like Jira Service Management or Zendesk.
• Escalate complex issues to L2/L3 support teams while maintaining ownership of the ticket and communication with the user.
• Perform user account management (e.g., onboarding, offboarding, password resets) in Active Directory or Azure AD.
• Assist with the setup, configuration, and troubleshooting of desktops, laptops, and peripheral devices.
• Document solutions and contribute to the internal knowledge base.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a Service Desk or IT Helpdesk role, preferably supporting international users in a multinational/BPO setting.
• Strong knowledge of Microsoft Windows OS, Microsoft 365 Suite, and common desktop applications.
• Basic understanding of network troubleshooting (TCP/IP, DNS, DHCP, VPN).
• Experience with a ticketing system and familiarity with ITIL foundations is a plus.
• Exceptional customer service, communication, and problem-solving skills.
• Willingness to work in a 24/7 shifting schedule to support Australian business hours.