Service Desk Operations Engineer

ABSI; Taguig; On-site; PHP 334,800 - 669,600; Full time

Job summary

A technology solutions provider in Manila is seeking a Service Desk Operations Engineer to provide Level 2 technical support for IT services. The role involves troubleshooting hardware and software issues, monitoring system performance, and implementing ITIL best practices to enhance service delivery. Ideal candidates should have a Bachelor's degree in a related field and 2-4 years of relevant experience. They should also be proficient with ITSM tools and possess a strong understanding of IT operations.

Qualifications

• 24 years of experience in Service Desk, IT Operations, or Technical Support.
• Familiarity with Windows, Linux, networking, and enterprise applications.
• ITIL Foundation certification preferred.

Responsibilities

• Provide Level 2 technical support for incidents and service requests.
• Troubleshoot hardware, software, network, and system issues.
• Monitor systems, applications, and infrastructure for performance and availability.
• Identify opportunities for automation and process optimization.

Skills

Technical support

Troubleshooting hardware/software

Customer service

Process optimization

ITIL best practices

Education

Bachelor’s degree in IT, Computer Science, Engineering, or related field

Tools

ServiceNow

Jira

Zendesk

Job description

Description

The Service Desk Operations Engineer provides technical support and operational expertise to ensure the smooth delivery of IT services. This role is responsible for handling incidents and service requests, troubleshooting technical issues, maintaining system availability, and supporting continuous improvement initiatives to enhance service performance and user experience.

• Provide Level 2 technical support for incidents and service requests
• Troubleshoot hardware, software, network, and system issues
• Ensure tickets are logged, tracked, and resolved within SLA
• Monitor systems, applications, and infrastructure for performance and availability
• Perform routine operational checks and maintenance activities
• Escalate complex issues to appropriate support teams
• Investigate root causes of recurring incidents
• Support major incident response and service restoration
• Document solutions and update knowledge base
• Identify opportunities for automation and process optimization
• Support implementation of ITIL best practices
• Contribute to service improvement initiatives
• Maintain technical documentation, SOPs, and runbooks
• Generate reports on incident trends and operational metrics

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or related field
• 24 years experience in Service Desk, IT Operations, or Technical Support
• Experience with ITSM tools (ServiceNow, Jira, Zendesk, etc.)
• Familiarity with Windows, Linux, networking, and enterprise applications
• ITIL Foundation certification (preferred)