Job description

The Service Desk Engineer is the first point of contact with customers. He / She will provide the highest level of customer service, answers incoming emails/calls, tracks all information and status in the Service Management System, uses a knowledge base tool along with their expertise to resolve requests in a timely fashion. Troubleshoots basic end-user issues on various software applications, hardware, network and telecommunications systems and provides basic desktop support.

Primary Responsibilities:

  • Primary responsibility is user support and customer service. – Being present and available to clients requiring technical assistance.
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.
  • Become familiar with each client and their software, hardware, and environments that we support.
  • Learn fundamental operations of commonly used software, hardware, and other equipment within client environments.
  • Accurately log all Service Desk tickets using the defined tracking software.
  • Follow established Service Desk policies and services.
  • Become familiar with Managed Service offerings.
  • Support for computer hardware and any authorized desktop software.
  • Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network.
  • Recognize the need to escalate issues/problems to Engineering Support Team members.
  • Identifies client issue trends by monitoring and analyzing incoming calls, problems, and support requests.
  • Perform post-resolution follow-ups to Service Desk requests.
  •  Reinforce SLAs to manage end-user expectations.
  • Receive and log work requests using IT solutions provider tools and applications
  • Timely and accurate documentation and close-out of work requests detailing key information as required per Service Desk practices and procedures (i.e. who, what, when, where, how, actions taken, follow-up, etc.).
  • Address queries by following departmental procedures for fault resolution.
  • Take ownership and responsibility of an issue from start through to a successful resolution.


  • Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others.
  • Ability to utilize the applications for Microsoft Office for support, reporting, and documetation.
  • Ability to provide technical support over the phone; excellent phone skills and professional demeanor.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Ability to think through problems and come up with creative solutions through analyzing, researching, and planning techniques.
  • Ability to work with or without direct supervision.
  •  Work on a team in a positive, collaborative approach.
  • Ability to deliver results and meet customer expectations.
  • Achieving personal work goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Proficient in English language skills.

Preferred Education and Experience:

  1. Graduate of IT / Computer Science related courses.
  2. Server Administration/Network Administration/Network Security/Information Technology Certificate/AA Degree
  3. IT Help Desk experience is preferred.
  4. Experience in Ticketing tools (ConnectWise, Zendesk)
  5. Certifications: CompTIA A+, Network+, Security+
  6. Senior-level positions candidates with Windows or Linux Servers administration experience will be preferred.
  7. Office 365. An email account with access to Microsoft teams will be created for the technician.

Compensation: P 55,000 to 65, 000


Government Mandated Benefits:

– 13th month pay
– SSS, Pag – ibig, Philhealth
– Maternity Leave
– Paternity Leave
– Solo Parent Leave
– Magna Carta for women leave

Company Benefits:
– Day 1 HMO
– Annual Salary Review
– Annual Leaves
– Birthday Leave
– Engagement Activities
– Attendance Incentive