Service Desk Engineer: Incident Response & IT Support

Satellite Office; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Virtuelle Group is seeking a Service Desk Engineer to be the first point of contact for technical issues raised via phone, email, or remote tools. You will collaborate with Engineering and Cybersecurity teams to escalate requests and ensure high-quality service delivery.

The role emphasizes incident resolution, service requests management, and continuous improvement through training and certifications to support customers’ day-to-day operations.

Qualifications

• 1+ year of IT Service Desk or MSP experience.
• Experience supporting Microsoft Windows environments and end-user computing.
• Knowledge of remote support tools and ticketing systems.
• Excellent written and verbal communication for customers.
• Cybersecurity exposure or related experience is a plus.

Responsibilities

• Provide Level 1/2 remote support for incidents and service requests.
• Log calls and tickets accurately in the Service Desk system.
• Respond to inquiries in a timely and professional manner.
• Investigate and document incidents clearly; update customers on progress.
• Handle critical incidents with ownership and timely updates.
• Assist in cybersecurity threat triage and incident handling.
• Maintain up-to-date knowledge base and participate in training.

Skills

IT service desk

Windows support

Remote support

Customer service

Cybersecurity awareness

Microsoft certifications

Ticketing systems

Tools

Remote support tools

Ticketing system

Job description

Virtuelle Group is seeking a Service Desk Engineer to be the first point of contact for technical issues raised via phone, email, or remote tools. You will collaborate with Engineering and Cybersecurity teams to escalate requests and ensure high-quality service delivery.

The role emphasizes incident resolution, service requests management, and continuous improvement through training and certifications to support customers’ day-to-day operations.