Service Desk Engineer

Day Shift
BGC Taguig

The Service Desk Engineer is responsible for handling complex technical issues in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.


Primary Job Functions

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Terminal Services.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise.
  • Preferably with MSP background

Required Skills

  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Proficiency in the following technologies:
    • Microsoft Server products
    • Server Virtualisation – ESX & Hyper-V
    • Microsoft Exchange & Office 365
    • Backup and recovery –VEEAM,& StorageCraft
    • 3CX VOIP Telephony
    • Cyberoam / Sophos / SonicWALL / Cisco
    • Infrastructure hardware – servers / storage / switching / wireless
  • Strong Desktop support skills for both Windows and Mac
  • Some familiarity with Android and iOS mobile device systems

Highly Desirable Certifications/ Trainings

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)

Location



Job Features

Job CategoryTechnical Service Desk
Job StatusFull Time
Job LevelAny
Salary₱45,000 - ₱50,000
Working HoursDay Shift
Dress CodeBusiness (e.g Shirts)
Telephone(02) 485 7521

WHY WORK FOR US?

* FREE Daily Meals
* Regularization and Annual Appraisal
* HMO Coverage + 1 Dependent FOR FREE
* Paid Time Offs
* Competitive Salary Packages
* Work-Life Balance
* Friendly and Supportive TGT Team

Company Photos

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