Service Desk Engineer

🕒 3 days ago

🇵🇭 Philippines – Remote

💵 ₱25k - ₱30k / month

⏰ Full Time

🟢 Junior

👷🏻‍♀️ Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Boomering Inc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

📦 Logistics

📣 Marketing

✈️ Travel

Logistics • Marketing • Travel

Boomering Inc. is a rapidly growing company that specializes in offshoring solutions, helping businesses achieve success through customizable services tailored to their unique needs. The company focuses on simplicity, transparency, and smart solutions, and is dedicated to ensuring the highest level of service and data security, evidenced by its ISO 27001 accreditation. With a team of over 500 skilled professionals serving more than 90 international clients, Boomering offers a cost-effective approach to scaling operations with no lock-in contracts.

📋 Description

• Act as the first point of contact for late-shift incidents and service requests via ticket, email, or telephone • Log every contact in Zoho Desk with accurate summary, category, priority, and client reference • Diagnose and resolve first-line incidents using remote support tools and the knowledge base • Set expectations and keep users informed on progress, ownership, and next steps • Own the personal ticket queue and meet client response and resolution targets • Monitor the shared queue and pick up unassigned tickets • Flag tickets at risk of breaching service levels • Maintain ticket status, time entries, and resolution notes; close tickets after confirmed resolution • Support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID • Troubleshoot Windows 10/11 and macOS endpoints • Support mobile devices and endpoint management, including enrolment, compliance, and policy issues • Troubleshoot wireless connectivity, VPN, printing, DNS/DHCP, and local connectivity issues • Support client business applications and coordinate with third-party vendors • Handle joiner, mover, and leaver requests • Monitor remote monitoring and management platforms and backup reporting • Escalate infrastructure, security, backup, major incident, and out-of-scope issues • Provide complete handovers to Level 2 or Level 3 engineers • Take the afternoon handover from the Hong Kong day team and produce an end-of-shift handover • Complete scheduled end-of-shift checks and record results • Create resolution notes and update knowledge base articles • Maintain client documentation and report gaps or outdated information • Follow PTS service management processes and ISO 27001 and ISO 20000 controls • Handle client information and credentials according to information security policy • Report suspected security incidents immediately • Support audits through complete, retrievable ticket evidence • Suggest improvements to service desk processes, tooling, and automation

🎯 Requirements

• At least 1 to 2 years of experience in an IT service desk, help desk, or first-line technical support role • Managed service provider or multi-client experience is preferred • Experience working to defined service levels within a ticketing system • Experience supporting business users remotely • Shift-work or extended-hours support experience is an advantage • Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, Microsoft 365 Certified Modern Desktop Administrator Associate, or ITIL Foundation are advantageous but not essential • Working knowledge of Microsoft 365 administration at first-line level, including Active Directory and Entra ID account and group administration • Confident troubleshooting Windows 10 and Windows 11; macOS exposure is an advantage • Understanding of IP addressing, DNS, DHCP, wireless, and VPN • Familiarity with remote support, remote monitoring and management, and endpoint management tools • Clear written and spoken English with a professional tone for corporate end users and senior client staff • Methodical troubleshooting, strong ticket ownership, sound escalation judgement, and ability to learn new platforms quickly • Ability to work the 3:00 PM to 12:00 AM Monday-to-Friday PH-time schedule • Ability to work in a service environment following ISO 27001 and ISO 20000 controls

🏖️ Benefits

• Company-provided full set-up for desktop/laptop with a back-up internet • Free pre-employment Medical Assessment (T&C apply) • HMO on the first day of hire • 15 Vacation Leaves and 5 Sick Leaves • Annual Performance Reviews • Unlimited Employee Referral Incentives • Employee Loan Facilities • Social Clubs and Interest Workshops • Company events with opportunities to win prizes and receive rewards for outstanding performance • Statutory Benefits: Maternity, Paternity and Solo Parent Leaves, Magna Carta for Women, Retirement Benefits, OT, and Premium Pays • Structured onboarding • Clear progression route to Level 2 Service Desk Engineer and onward into infrastructure, Microsoft 365, or security specialisation • Competitive salary package • Genuinely caring Leadership Team • Work-life balance and growth-focused environment