Support Engineer

Grundfos; Philippines; Remote; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Flexible hours

Home working opportunities

Annual bonuses

Health insurance

Retirement pay

Structured development programmes

Job summary

Grundfos Philippines is seeking a Support Engineer to deliver professional first-line IT support and troubleshooting for end users across the organization. You will assist in incident handling, knowledge base creation, and continual service improvement to boost productivity.

The role emphasizes customer-centric problem solving, proactive communication, and collaboration with the IS Service Desk. Flexibility for home/remote work is available alongside a robust development program.

Qualifications

• Bachelor's degree in IT, computer science, or a related field.
• 6 months to 3 years of experience in a Service Desk or technical support.
• Basic to intermediate knowledge of Microsoft 365, SAP, mobility solutions, and common OS.
• Strong troubleshooting and adherence to ITSM processes.
• Excellent verbal and written communication with a service-oriented mindset.

Responsibilities

• Provide first-line support, troubleshooting, and incident resolution across IS services.
• Record incidents and service requests, maintaining high data quality in the ticketing system.
• Communicate updates and manage user expectations throughout the resolution process.
• Create and maintain knowledge base articles for internal and external use.
• Assist in root cause analysis and suggest procedural improvements to enhance service delivery.
• Collaborate with support teams to fulfill service requests within SLAs.

Skills

Service Desk

Troubleshooting

Incident Management

ITSM

Microsoft 365

SAP

Mobility Solutions

Operating Systems

Communication

Team Collaboration

Education

Bachelor's degree in IT/CS

Tools

Ticketing system

Knowledge base tools

Job description

Support Engineer

Company : Grundfos Job Type : Full Time Philippines

Job Description - Support Engineer

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.