Great Place To Work® Philippines Certified | 2024 FT Fast 100 - Ranked 60th
Service Desk Engineer
Location
Philippines
Posted
6 days ago
Salary
0
Seniority
Junior
Job Description
Service Desk Engineer
Satellite Office
• Provide Level 1/2 remote support for incidents and service requests. • Ensure all calls, support interactions, and incident requests are logged accurately in the Service Desk system. • Respond to customer inquiries in a timely, professional manner. • Investigate and document incidents clearly and concisely. • Regularly update customers on progress and resolutions. • Deliver solutions within agreed service levels. • Take ownership of assigned Critical Incidents and prioritize accordingly. • Perform timely investigations and updates, including timestamps and customer interactions. • Execute required actions to resolve critical incidents. • Contribute to post-incident reports, identifying learnings and improvements. • Assist in identifying, triaging, and escalating potential cybersecurity threats or anomalies. • Provide first-level response for security-related incidents (e.g., phishing reports, account compromise, suspicious activity). • Support cybersecurity monitoring tools by flagging unusual behavior or patterns. • Follow established security protocols and contribute to maintaining cybersecurity best practices across customers. • Maintain confidentiality and integrity of customer data when handling incidents. • Ensure knowledge base articles and documentation are kept up to date. • Complete weekly timesheets accurately. • Attend and contribute to weekly team meetings and one-on-one sessions. • Continuously improve skills through training and certifications, including cybersecurity-related learning. • Work both independently and collaboratively to troubleshoot hardware and software issues. • Escalate matters to senior managers that may significantly impact the business or customer operations. • Coordinate with vendors when issues cannot be resolved internally. • Communicate to customers clearly, using terminology aligned with Virtuelle Group’s standards. • Perform other tasks that contribute to the overall success of Virtuelle Group. • Participate in rotational shift work to support Virtuelle’s operating hours (5 days per week).
Job Requirements
- Minimum one year of experience in an IT Service Desk or MSP environment.
- Experience supporting Microsoft Windows environments and end-user computing.
- Strong understanding of remote support tools and ticketing systems.
- Excellent customer service and communication skills (written and verbal).
- Demonstrated ability to deliver customer service excellence.
- Cybersecurity exposure or experience is preferred, including familiarity with:
- Basic threat detection and first-level triage
- Email security tools (phishing, spam filtering)
- Identity/security incident handling
- Microsoft certifications are highly regarded.
Benefits
- Ongoing training and development opportunities
- Dynamic and team-oriented culture
- Wellness programs
- Company-wide celebrations
- Mentoring and support to help you reach your full potential
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