Service Desk L1 Engineer

MOVATE PHILIPPINES INC.; Taguig; On-site; PHP 223,000 - 357,000; Full time

Job summary

MOVATE Philippines Inc. is seeking a Service Desk L1 Engineer to deliver first-line IT support to end-users from our Manila-based team. You’ll resolve common issues, manage user accounts, and contribute to onboarding and service delivery in a fast-paced IT environment.

Ideal candidates have 1–2 years in IT support, knowledge of Windows/macOS, AD, O365/Teams, and basic virtualization concepts. This role emphasizes teamwork, SLA adherence, and building foundational ITSM experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent technical training.
• 1–2 years of experience in IT support, helpdesk, or service desk operations.
• Basic knowledge of Windows and macOS, Active Directory, and user account management.
• Familiarity with Microsoft Office 365, Microsoft Teams, and common enterprise apps.
• Basic understanding of hardware, software, networking, and virtualization (Citrix, VMware, Azure).
• Familiarity with ITSM or ticketing platforms such as ServiceNow or Jira is a plus.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good verbal and written English communication.

Responsibilities

• Provide first-line technical support via phone, email, chat, and tickets.
• Log, assess, troubleshoot, resolve, and escalate IT incidents per SLAs.
• Assist with password resets, access management, and software installation.
• Troubleshoot basic hardware, software, connectivity, and app issues.
• Support onboarding with account setup and device configuration.
• Monitor recurring issues and suggest process improvements.
• Maintain ticket documentation and update knowledge base articles.
• Assist with asset tracking, inventory, and license monitoring.
• Support system updates, testing, and change implementation.
• Collaborate with Tier 2/3 teams for complex issues.
• Follow IT security policies and ITSM procedures.

Skills

Analytical skills

Troubleshooting

Communication skills

Team collaboration

Time management

English proficiency

Education

Bachelor's degree in IT/CS

Equivalent technical training

Tools

ServiceNow

Jira

Office 365

Microsoft Teams

Azure Virtual Desktop

Job description

We're Hiring: Service Desk L1 Engineer

Kickstart Your IT Career with Us!

Job Summary

We are looking for a motivated Service Desk L1 Engineer to provide first-line technical support to end-users and help resolve common IT issues. The ideal candidate has 1-2 years of experience in IT support, helpdesk, or service desk operations, with a solid foundation in troubleshooting hardware, software, network, and virtualization-related concerns.

If you enjoy solving technical problems, assisting users, and working in a fast-paced IT environment, this is a great opportunity to grow your technical expertise and build your career in IT infrastructure and service management.

Key Responsibilities

• Provide first-line technical support through phone, email, chat, and ticketing systems.
• Log, assess, troubleshoot, resolve, and escalate IT incidents and service requests in accordance with established SLAs.
• Assist with password resets, user access management, software installation, and account provisioning.
• Troubleshoot basic hardware, software, connectivity, and application-related issues.
• Support new-hire onboarding, including account setup, hardware and software configuration, and basic user orientation.
• Assist in monitoring recurring technical issues and identifying opportunities for process improvement.
• Maintain accurate ticket documentation and update knowledge base articles to support efficient issue resolution.
• Assist with IT asset tracking, inventory updates, and software license monitoring.
• Support basic system updates, testing, and change implementation activities.
• Collaborate with Tier 2 and Tier 3 support teams to ensure timely resolution of complex technical issues.
• Follow IT security policies, data privacy requirements, and standard IT Service Management (ITSM) procedures.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent technical training.
• At least 1-2 years of experience in IT support, helpdesk, or service desk operations.
• Basic knowledge of Windows and macOS operating systems, Active Directory, and user account management.
• Familiarity with Microsoft Office 365, Microsoft Teams, and common enterprise applications.
• Basic understanding of hardware, software, networking, and virtualization technologies such as Citrix, VMware, or Azure Virtual Desktop.
• Familiarity with ITSM or ticketing platforms such as ServiceNow or Jira is an advantage.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good verbal and written communication skills in English.
• Ability to manage multiple tickets, prioritize tasks, meet SLAs, and work effectively in a team.
• Relevant IT certifications, such as CompTIA Security+, VMware, or ServiceNow certifications, are an advantage.

Why Join Us?

• Build your technical expertise in a professional IT support environment.
• Gain hands-on experience with enterprise systems, tools, and technologies.
• Develop your troubleshooting and IT service management skills.
• Work with experienced technical teams and explore opportunities for career growth.