Service Desk Engineer
Posted 20 days ago
You'll complete your application on Boomering Inc's career site.
About the Role
This growing organization provides specialized offshoring services designed to meet specific client needs through transparent and straightforward solutions. Backed by ISO 27001 certification, the firm manages a workforce of more than 500 experts who serve over 90 international accounts. The workplace fosters professional development, providing a collaborative atmosphere and a leadership team dedicated to the long-term career progression of its staff.
Requirements
- You should possess one to two years of experience in first-line technical support or a service desk environment, ideally within a managed service provider or multi-client capacity.
- You need working knowledge of Microsoft 365 administration, specifically Active Directory and Entra ID, plus experience supporting Windows 10 and 11, with macOS experience as an advantage.
- You must have a solid grasp of networking fundamentals like DNS, DHCP, IP addressing, wireless connectivity, and VPNs, as well as familiarity with remote management software.
- You are required to demonstrate excellent English communication skills, both written and verbal, for interactions with corporate users.
- You must be available for a Monday through Friday schedule from 3:00 PM to 12:00 AM Philippines time and be capable of adhering to strict ISO 20000 and ISO 27001 protocols.
Responsibilities
- You will act as the primary contact for after-hours incidents and service inquiries, handling interactions via phone, email, or ticketing systems.
- You will troubleshoot and resolve initial incidents using remote tools while recording all activities accurately in the ticketing platform to meet service level agreements.
- You will support Microsoft 365 environments, address endpoint technical problems, and facilitate user account management tasks for new hires, transfers, and departures.
- You will oversee shared queues, escalate intricate security or infrastructure matters to senior staff, and conduct comprehensive shift handovers.
- You will update knowledge base documentation, record client data, and propose optimizations or automated solutions to enhance overall operational performance.
Benefits & Perks
- You will receive a workstation, backup internet access, and a complimentary pre-employment medical evaluation.
- You will be eligible for HMO coverage from your first day, 15 days of vacation time, 5 days of sick leave, and all standard statutory benefits such as retirement contributions and parental leave.
- You will have access to annual performance appraisals, formal onboarding, and defined career tracks toward infrastructure or security specializations.
- You can take advantage of staff loan programs, referral bonuses, and various social engagement activities, including interest workshops and corporate events within a growth-focused environment.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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