Support Engineer

Grundfos; Pasig; Hybrid; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

Retirement pay

Well-being activities

Job summary

Grundfos seeks a Support Engineer to deliver professional first-line IT support for employees globally. You will troubleshoot incidents, log requests, and provide timely updates while contributing to continuous improvement of service delivery.

You’ll work as part of the IS Service Desk to ensure reliable, productive support and collaborate with stakeholders to meet service levels and drive knowledge sharing across the organization.

Qualifications

• 6 months to 3 years of experience in a Service Desk, Helpdesk, or technical support environment.
• Bachelor's degree in IT, Computer Science, or a related field.
• Basic to intermediate knowledge of Microsoft 365, SAP, mobility solutions, and common operating systems.
• Strong troubleshooting and problem-solving skills with the ability to follow established ITSM processes.
• Excellent verbal and written communication skills with a professional, service-oriented approach.

Responsibilities

• Provide first-line support, troubleshooting, and resolution of incidents, service requests, and standard changes across all IS solutions in the Global IS Service Catalog.
• Accurately and promptly record all incidents and service requests, maintaining high data quality in our ticketing system.
• Communicate proactively with end users, providing clear updates and managing expectations throughout the resolution process.
• Create and maintain knowledgebase articles for use by support personnel and end users.
• Assist in root cause analysis of documented problems and recommend procedural improvements to enhance service delivery.
• Collaborate with support teams and stakeholders to ensure timely fulfillment of service requests within agreed service levels.

Skills

Customer-centric approach

Strong communication

Collaborative mindset

Troubleshooting

Education

Bachelor's degree in IT/CS or related field

Tools

Microsoft 365

SAP

Mobility solutions

Operating systems

Job description

As our new Support Engineer, you'll be providing professional first-line support and troubleshooting for end users across the organization, ensuring every interaction is handled with care and every issue is resolved efficiently — all while contributing to continuous improvement that elevates our entire service delivery.

What you will be doing

As a key part of the IS Service Desk team, you'll create impact by ensuring Grundfos employees worldwide have reliable, responsive IT support that keeps them productive and empowered.

Your main responsibilities include:

• Provide first-line support, troubleshooting, and resolution of incidents, service requests, and standard changes across all IS solutions in the Global IS Service Catalog
• Accurately and promptly record all incidents and service requests, maintaining high data quality in our ticketing system
• Communicate proactively with end users, providing clear updates and managing expectations throughout the resolution process
• Create and maintain knowledgebase articles for use by support personnel and end users
• Assist in root cause analysis of documented problems and recommend procedural improvements to enhance service delivery
• Collaborate with support teams and stakeholders to ensure timely fulfillment of service requests within agreed service levels

What makes you a great fit

Above all, you're a customer-centric problem solver with strong communication skills, a collaborative mindset, and a genuine drive to help people through technology. We'd also imagine that you are/have:

• 6 months -3 years of experience in a Service Desk, Helpdesk, or technical support environment
• Bachelor's degree in IT, Computer Science, or a related field
• Basic to intermediate knowledge of Microsoft 365, SAP, mobility solutions, and common operating systems
• Strong troubleshooting and problem-solving skills with the ability to follow established ITSM processes
• Excellent verbal and written communication skills with a professional, service-oriented approach

Why you'll love working here

Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance, retirement pay, and a strong focus on well-being activities.
• On-demand training and structured development programmes to support your growth.

Valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds. As part of our commitment to a safe and compliant hiring process, final candidates may be required to undergo a background check, subject to applicable local laws and regulations.

Workplace: Hybrid (office and home-working)

Job Location: Pasig City, National Capital Region, Philippines

Grundfos is one of the world’s leading water technology companies with more than 19.000 employees in 60+ countries all over the world. Our skills commit us to pioneering solutions to the world’s water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.

An inclusive team

We believe that the key to a work environment, where employees thrive and grow, is our ability to celebrate and value our differences in background, experiences and perspectives. In our recruitment process we welcome all professional people without consideration of age, colour, gender identity, national origin, physical or mental disability, ethnicity or religion.