Support Engineer

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

Benefits offered by this job

Annual bonuses

Health insurance

Retirement pay

Well-being programs

Job summary

Grundfos Philippines is seeking a Support Engineer to provide first-line IT support and troubleshooting for end users across the organization. You will respond to incidents, document requests, and contribute to knowledgebase creation to improve service delivery.

Ideal candidates have 6 months to 3 years in a service desk role, a degree in IT/CS, and familiarity with Microsoft 365, SAP, and common OS. The role offers hybrid work options and opportunities to grow within a global team.

Qualifications

• Bachelor's degree in IT, Computer Science or related field.
• 6 months to 3 years of experience in a Service Desk or technical support.
• Basic to intermediate knowledge of Microsoft 365, SAP and mobility solutions.
• Ability to follow ITSM processes and provide professional support.
• Excellent verbal and written communication with a service-oriented approach.

Responsibilities

• Provide first-line support, troubleshooting, and incident resolution across IS services.
• Record incidents and service requests promptly in the ticketing system with high data quality.
• Communicate proactively with end users and manage expectations during resolution.
• Create and maintain knowledgebase articles for support personnel and end users.
• Assist root cause analysis and suggest procedural improvements.
• Collaborate with support teams to fulfill service requests within SLAs.

Skills

Customer-centric mindset

Strong communication

Troubleshooting

Team collaboration

Education

Bachelor's degree in IT/Computer Science

Tools

Microsoft 365

SAP

Mobility solutions

Common operating systems

Job description

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.