Service Desk Support Engineer | NST

Yempo Solutions

22h•Hybrid

About The Position

We have an exciting Manila-based opportunity available for a Service Desk Support Engineer to work on rotating shifts. Work from home or the office – you choose! When you join Yempo, you’ll receive the following fantastic benefits: Highly competitive salary – paid weekly! HMO enrollment on commencement Additional HMO dependents added each year of service 20 vacation days per year; 7 sick days Annual performance bonus es and incentives Annual salary reviews and increases Free cooked rice, snacks and hot drinks Company polo shirts provided Fantastic , bright and cheerful open-plan work environment Prestigious clients and highly professional and friendly co-workers. The client is a Managed Service Provider headquartered in Sydney, Australia, with over 40 years of experience in IT outsourcing and service management. They provide a full suite of service management capabilities supported by a global team, advanced tools, and well-established processes. The organization fosters a dynamic and fast-paced environment where change is embraced and innovation is encouraged. As the Service Desk Support Engineer, you will be the cornerstone of the support team and the primary point of contact for a key customer expansion. You will provide high-quality first and second-level technical support, ensuring timely resolution of incidents while maintaining a professional and responsive service experience. This role is ideal for a proactive problem-solver who excels in a stimulating, ever-evolving workspace.

Requirements

3 + years of experience providing Level 1 or 2 support to a user base of 250+ end-users
High-level support experience with the Microsoft SOE including Windows 7/8/10/11 and Office 365
Proficiency with Intune, MDM, or remote management tools like Datto, ConnectWise, or N-able
Strong background in Microsoft 365, Azure AD, and Active Directory administration
Experience supporting and troubleshooting Networking, Remote Access Connectivity, and Telephony
Proficiency in troubleshooting Digital Desktop equipment and peripheral hardware
Familiarity with Android and Apple devices and associated management software
Thorough knowledge of Desktop, LAN, peripheral device installation, and support
Capability to acquire knowledge of business-specific applications requiring first and second-level support
Experience managing servers, storage, virtualization (VMware, Hyper-V), and back-up technologies
Exceptional interpersonal and communication skills with a professional demeanor
A collaborative team player with energy, initiative, and a can-do attitude
Dedication to standards and procedures
Analytical thinker with outstanding problem-solving skills, taking ownership of incidents and requests until resolution
Ability to thrive under pressure, multitask effectively, and work with minimal supervision
Willingness to provide after-hours support when

Nice To Haves

Microsoft certifications, preferably MCS A
Familiarity with Service Desk tools and a solid understanding of ITIL practices
ITIL Foundation certification is highly regarded

Responsibilities

Act as the primary point of contact for all IT service requests and incidents
Troubleshoot and resolve technical issues or escalate to senior teams and vendors as
Take ownership of technology problems, including handling high-priority issues and IT outages
Install, configure, and troubleshoot desktops, laptops, tablets, mobile devices, and peripherals
Maintain high standards of accuracy and quality in all customer communications
Contribute to operational tasks such as user onboarding, software deployments, and relocations
Identify recurring incident patterns and collaborate on service delivery enhancements
Participate in a 24/7 support roster including on-call duties to meet global customer needs