Service Desk Engineer

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Satellite Office

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

📦 Logistics

📣 Marketing

✈️ Travel

Logistics • Marketing • Travel

Satellite Office is a Philippines-based employer and workspace services company that connects Filipino professionals with global clients. It offers premium, technologically equipped office locations across Metro Manila and Cebu and places employees in roles supporting major international brands. The company emphasizes employee engagement, continuous learning and development, competitive compensation and benefits, and a people-focused culture recognized by Great Place to Work®.

📋 Description

• Provide Level 1/2 remote support for incidents and service requests • Log calls, support interactions, and incident requests accurately in the Service Desk system • Respond to customer inquiries and provide progress updates and resolutions • Investigate and document incidents and deliver solutions within agreed service levels • Own, prioritize, investigate, and resolve assigned Critical Incidents • Contribute to post-incident reports and identify learnings and improvements • Identify, triage, and escalate potential cybersecurity threats and anomalies • Provide first-level response for phishing reports, account compromise, and suspicious activity • Support cybersecurity monitoring by flagging unusual behavior or patterns • Maintain confidentiality and integrity of customer data • Keep knowledge base articles and documentation up to date • Complete weekly timesheets and attend weekly team meetings and one-on-one sessions • Troubleshoot hardware and software issues independently and collaboratively • Escalate matters that may significantly impact business or customer operations • Coordinate with vendors when issues cannot be resolved internally • Communicate with customers using Virtuelle Group standards • Participate in rotational shift work five days per week

🎯 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 written and verbal customer service and communication skills • Demonstrated ability to deliver customer service excellence • Cybersecurity exposure or experience preferred • Familiarity with basic threat detection and first-level triage • Familiarity with email security tools, including phishing and spam filtering • Familiarity with identity and security incident handling • Microsoft certifications highly regarded • Drive for continuous improvement and achieving the best outcomes for customers • Ability to participate in rotational shift work supporting Virtuelle’s operating hours, five days per week

🏖️ Benefits

• Immediate impact and direct involvement in customer outcomes • Relentless professional and individual growth • Open communication with the leadership team • Ongoing training and development opportunities • Continuous learning and development • Learning opportunities, mentoring, and support • Team-building experiences and events • Company-wide celebrations • Wellness programs • World-class offices in premium business hubs • Work with global brands and international clients • Close-knit, collaborative, vibrant, and inclusive culture