Service Desk Frontline Engineer - Tier 1 Tech Support

Redpoint Global Inc.; Metro Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

Redpoint Global Inc. in Metro Manila seeks a Tier 1 Service Desk Engineer to be the first contact for customers seeking technical help.

You will triage requests, diagnose basic issues, and guide users through troubleshooting steps while logging all interactions in the ticketing system. You will escalate complex problems to Tier 2, stay current on products, and maintain excellent communication to ensure customer satisfaction.

Qualifications

• BS degree in Computer Science, Engineering or related field.
• Fundamental knowledge of cloud and server technologies.
• Basic understanding of MarTech or CDP is a plus.

Responsibilities

• Triage incoming support requests via ticketing systems, focusing on P1 and P2 tickets.
• Respond to customer queries via tickets, email, and phone promptly.
• Diagnose and resolve basic technical issues with guided problem-solving steps.
• Escalate unresolved issues to Tier 2 and gather logs and diagnostics.
• Maintain detailed records of interactions in the ticketing system.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Stay updated on company products, services and new developments.
• Perform remote troubleshooting through diagnostic questions.
• Provide excellent customer service and maintain high satisfaction levels.

Skills

Customer service

Communication

Problem solving

English communication

Teamwork

Azure basics

Education

BS in Computer Science or related field

Tools

Microsoft Azure

Windows Server

Ubuntu Server

SQL Server

Job description

Redpoint Global Inc. in Metro Manila seeks a Tier 1 Service Desk Engineer to be the first contact for customers seeking technical help.

You will triage requests, diagnose basic issues, and guide users through troubleshooting steps while logging all interactions in the ticketing system. You will escalate complex problems to Tier 2, stay current on products, and maintain excellent communication to ensure customer satisfaction.