Service Desk Engineer (L1/L2)

Asticom Technology Inc; Metro Manila; Hybrid; PHP 279,000 - 670,000; Full time

Benefits offered by this job

HMO / Medical Insurance Coverage

13th Month Pay

Mandatory PH Statutory Benefits (SSS,

Paid Vacation & Sick Leaves

Night Differential Pay & Overtime Pay

Job summary

Asticom Technology Inc. is seeking a Service Desk Engineer (L1/L2) to support enterprise and public sector IT environments on-site or in a hybrid setup.

The role emphasizes frontline and escalation support, hardware, software, network, and access issue resolution across secure infrastructures. The position requires 3+ years in technical support, experience with Active Directory, Microsoft Entra ID, Windows/macOS, VPNs, and ticketing tools.

Qualifications

• 3+ years in technical support, helpdesk, or service desk role.
• Experience supporting government agencies or public sector projects is a plus.
• Strong diagnostic skills across Windows/macOS and basic networking.

Responsibilities

• Serve as frontline and escalation point for Tier 1 and 2 incidents via ticketing tools, phone, and chat.
• Triage, diagnose, and resolve hardware, software, network, VPN, and peripheral issues.
• Administer user access with Active Directory and IAM tools; manage MFA configurations.

Skills

Active Directory

Microsoft Entra ID

Windows 10/11

macOS

VPNs

ServiceNow / Ticketing tools

Intune / SCCM/MECM

ITIL v4 / Security+

Education

College degree or vocational diploma in IT/CS

Tools

ServiceNow

Intune

SCCM/MECM

BMC Remedy

Job description

Job Summary: Hiring Service Desk Engineer (L1/L2)! Direct hiring with complete government benefits, HMO, and career stability supporting enterprise and public sector IT environments.

Job Details: We are seeking a reliable and detail-oriented Service Desk Engineer (L1/L2) with at least 3 years of solid technical support experience. In this role, you will act as the primary contact for frontline and escalation support, delivering timely resolution for hardware, software, network, and access issues across secure agency and enterprise infrastructures.

• POSITION: Service Desk Engineer (L1/L2)

• WORK SETUP: On-site / Hybrid

JOB RESPONSIBILITIES:

• Serve as the frontline and escalation point for Tier 1 and Tier 2 technical incidents, service requests, and operational inquiries via ticketing tools, phone, and chat

• Triage, diagnose, and resolve hardware, software, network connectivity, VPN, and peripheral issues

• Administer user access, group policies, and identity management using Active Directory, Microsoft Entra ID (Azure AD), and IAM tools

• Troubleshoot operating systems (Windows 10/11, macOS) and productivity suites (Microsoft 365, SharePoint, Teams)

• Perform remote desktop troubleshooting, device provisioning, system imaging, and hardware deployments (laptops, desktops, VoIP phones, mobile devices)

• Enforce strict compliance with security protocols, data protection standards, Privileged Access Management (PAM), and MFA configurations

• Maintain accurate incident logs, standard operating procedures (SOPs), knowledge base articles, and IT asset inventories

• Escalate complex unresolved incidents to Tier 3 infrastructure, cloud, or security teams with complete diagnostic notes

QUALIFICATIONS:

• College degree or vocational diploma in Information Technology, Computer Science, or related field

• At least 3+ years solid experience in a technical support, helpdesk, or service desk role

• Background supporting government agencies, public sector projects, or enterprise environments operating under strict compliance frameworks

• Hands-on experience with Active Directory (user management, OUs, credential resets, GPOs) and Microsoft Entra ID / Office 365

• Strong diagnostic skills across Windows 10/11, macOS, basic networking (TCP/IP, DNS, DHCP, VPNs), and remote management/ticketing tools (ServiceNow, Intune, SCCM/MECM, or BMC Remedy)

• Ability to pass standard background checks and security clearance investigations

• Professional certifications such as ITIL v4, CompTIA (Security+, Network+, A+), or Microsoft Fundamentals (MS-900, MD-102) are preferred

BENEFITS:

• Competitive Salary Package

• Mandatory PH Statutory Benefits (SSS, PhilHealth, Pag-IBIG)

• 13th Month Pay

• HMO / Medical Insurance Coverage

• Paid Vacation & Sick Leaves

• Night Differential Pay & Overtime Pay (if applicable)