Trusted technology partner for the financial sector
Service Desk Engineer
Location
Philippines
Posted
3 days ago
Salary
0
Seniority
Mid Level
Job Description
Service Desk Engineer
RFA
• Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality. • Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services. • Assist with endpoint management, mobile device management (MDM), and device compliance monitoring. • Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity. • Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks. • Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation. • Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management. • Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications. • Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals. • Participate in after-hours support, escalation rotations, and major incident response activities as required. • All other responsibilities delegated by the Management team. • May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
Job Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
- 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.**Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
- Experience supporting Windows 11, macOS, iOS, and Android platforms.
- Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
- Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
- Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
- Knowledge of ITIL service management principles.
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
- Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred
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