Service Desk Engineer

Job Description About the Client A Trusted, full-service IT consulting and managed services provider committed to empowering organizations with customized, high-performance technology solutions. Since its founding in 1999, the company has combined deep technical expertise with a white-glove, relationship-driven approach to deliver tailored digital transformation. Key Responsibilities Field support calls Deliver professional, friendly, and effective customer service via phone, chat, and email. Provide support for Windows, macOS, and mobile devices Identify and organize tickets according to priority Provide support in handling Incident Management calls Primarily remote technical support Hardware and software incident remediation Troubleshoot and resolve MS Azure incidents and requests Account provisioning and administration Hardware configuration and repair Actively manage assigned work in the ticketing system, including timely and meaningful updates Support network printing devices Troubleshoot and resolve tickets related to VPN and MFA issues Resolve network issues using knowledge of IP addressing, subnetting, and TCP/IP Assist with maintaining an accurate Service Desk knowledge base (Confluence) Assist management with projects as assigned Requirements Requirements At least 3–5 years of experience with the following: Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications Experience troubleshooting Microsoft Office 365 and Office applications Familiarity with SharePoint and Exchange Experience with monitoring solutions, such as Endpoint Central. Familiarity with network topologies and troubleshooting, such as NCP Secure Enterprise Client Private Data Ability to read, comprehend, and follow instructions either from Team Leader/Director Has experience creating and updating knowledge base articles Strong customer service skills Attention to detail Excellent verbal and written communication skills Other Experience: Experience working in an MSP environment with multiple customers Experience working with ServiceDesk Plus and OKTA is a plus ITIL fundamentals are a plus Microsoft certifications are a plus Additional Requirements: Must have fiber optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest operating system Must be willing to work on a shifting schedule Must be amenable to reporting to our Makati and BGC office as needed