Tier 1 Service Desk Support Engineer

Redpoint Global Inc.; Metro Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

Redpoint Global Inc. in Metro Manila seeks a Tier 1 Service Desk Engineer to be the first contact for customers seeking technical help.

You will triage requests, diagnose basic issues, and guide users through troubleshooting steps while logging all interactions in the ticketing system. You will escalate complex problems to Tier 2, stay current on products, and maintain excellent communication to ensure customer satisfaction.

Qualifications

• BS degree in Computer Science, Engineering or related field.
• Fundamental knowledge of cloud and server technologies.
• Basic understanding of MarTech or CDP is a plus.

Responsibilities

• Triage incoming support requests via ticketing systems, focusing on P1 and P2 tickets.
• Respond to customer queries via tickets, email, and phone promptly.
• Diagnose and resolve basic technical issues with guided problem-solving steps.
• Escalate unresolved issues to Tier 2 and gather logs and diagnostics.
• Maintain detailed records of interactions in the ticketing system.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Stay updated on company products, services and new developments.
• Perform remote troubleshooting through diagnostic questions.
• Provide excellent customer service and maintain high satisfaction levels.

Skills

Customer service

Communication

Problem solving

English communication

Teamwork

Azure basics

Education

BS in Computer Science or related field

Tools

Microsoft Azure

Windows Server

Ubuntu Server

SQL Server

Job description

The Tier 1 Service Desk Engineer serves as the initial point of contact for customers seeking technical assistance. This role involves troubleshooting, diagnosing, and resolving basic technical issues, as well as escalating more complex problems to higher-tier support.

Responsibilities:

• Triage all incoming support requests via ticketing systems, with high focus on Priority 1 (P1) and Priority 2 (P2) tickets.
• Respond to customer queries via support tickets, email, and phone in a timely and professional manner.
• Diagnose and resolve basic technical issues by guiding customers through problem-solving processes.
• Escalate unresolved issues to Tier 2 support engineers and gather all required information (log files, diagnostic files etc.).
• Maintain detailed records of customer interactions and technical issues in the ticketing system.
• Follow up with customers regularly to ensure their technical issues are resolved satisfactorily.
• Stay updated with the company's products, services, and any new developments.
• Perform remote technical troubleshooting through diagnostic and pertinent questions.
• Provide excellent customer service and maintain high customer satisfaction levels.

Requirements:

• BS degree in Computer Science, Engineering, or related field; additional technical training or certifications are a plus.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Basic knowledge in Microsoft Azure a plus.
• Basic knowledge in Microsoft Windows Server and Ubuntu Server Operating Systems.
• Basic knowledge Microsoft SQL Server a plus.
• Proven track record in supporting MarTech or CDP a plus.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Strong customer service-oriented thinking.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Ability to work independently and as part of a team.
• Strong verbal and written English communication skills.