ServiceDesk Engineer (ASAP Joining)

IT by Design Philippines Inc.; Philippines; On-site; PHP 260,000 - 360,000; Full time

Benefits offered by this job

HMO from Day 1

Life Insurance

Pet Insurance

Night Differential

Work-from-office allowance

Training & career development

Career progression

Job summary

IT By Design is seeking a Service Desk Analyst to deliver first-level technical support to end users and clients. You will troubleshoot issues, manage user accounts, and handle Microsoft 365 concerns while delivering excellent service.

The role requires onsite work at BGC, Taguig, Philippines and a night shift aligned with EST hours. Strong Windows, AD, Entra ID, Exchange Online, and English communication are essential.

Qualifications

• 1.9 years of service desk or IT support experience.
• Hands-on with Windows environments and end users.
• Knowledge of Microsoft 365, Active Directory, Entra ID, Exchange Online.
• Experience with user administration, password resets, MFA.
• Basic TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with an ITSM or ticketing platform preferred.
• Strong troubleshooting and English communication skills.
• Willing to work onsite in BGC, Taguig and night shift aligned with EST hours.

Responsibilities

• Provide Level 1 technical support via phone, email, chat, and ticketing.
• Troubleshoot Windows, Microsoft 365, AD/Entra ID, Exchange Online, MFA, printers, and network issues.
• Onboard and offboard users; manage accounts and access.
• Password resets and account unlocks.
• Log, prioritize, and resolve tickets according to SLAs.
• Document troubleshooting steps and resolutions.
• Escalate complex issues to L2/L3 when required.
• Maintain professional communication with clients and end users.

Skills

Windows support

Microsoft 365

Active Directory

Entra ID

Exchange Online

User administration

Password resets

MFA

Networking basics

ITSM / ticketing

English communication

Night shift EST

Job description

About the Role

IT By Design is looking for a Service Desk Analyst to provide first-level technical support to end users and clients. The role focuses on troubleshooting technical issues, managing user accounts, resolving Microsoft 365 concerns, and ensuring timely ticket resolution while delivering excellent customer service.

Key Responsibilities

• Provide Level 1 technical support through phone, email, chat, and ticketing systems.

• Troubleshoot issues involving:

  • Windows operating systems

  • Microsoft 365

  • Active Directory and Microsoft Entra ID

  • Outlook and Exchange Online

  • MFA and authentication

  • Printers and peripherals

  • Basic network connectivity, VPN, and Wi-Fi

• Perform user onboarding and offboarding.

• Create, modify, disable, and manage user accounts and access.

• Perform password resets and account unlocks.

• Log, prioritize, update, and resolve support tickets according to established SLAs.

• Document troubleshooting steps and resolutions accurately.

• Escalate complex issues to L2/L3 support when required.

• Follow standard troubleshooting procedures and knowledge base documentation.

• Maintain professional communication with clients and end users.

Qualifications

• At least 1.9 years of experience in Service Desk, Help Desk, IT Support, or Technical Support.

• Hands-on experience supporting Windows environments and end users.

• Working knowledge of Microsoft 365, Active Directory, Microsoft Entra ID, and Exchange Online.

• Experience with user administration, password resets, MFA, and basic troubleshooting.

• Basic knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

• Experience with an ITSM or ticketing platform is preferred.

• Strong troubleshooting and problem-solving skills.

• Good English communication skills, both verbal and written.

• Willing to work onsite in BGC, Taguig and on a night shift aligned with EST hours.

What We Offer

• HMO coverage starting Day 1 with one free dependent.

• Life Insurance and Pet Insurance starting Day 1.

• Night Differential.

• Work-from-office allowance.

• Technical training and career development opportunities.

• Career progression within a growing IT/MSP environment.