Service Desk Engineer

Job Description

About The Client

Key Responsibilities

• Field support calls
  

• Identify and organize tickets according to priority
  

• Provide support in handling Incident Management calls
  

• Primarily remote technical support
  

• Hardware and software incident remediation
  

• Troubleshoot and resolve MS Azure incidents and requests
  

• Account provisioning and administration
  

• Hardware configuration and repair
  

• Actively manage assigned work in the ticketing system, including timely and meaningful updates
  

• Support network printing devices
  

• Troubleshoot and resolve tickets related to VPN and MFA issues
  

• Resolve network issues using knowledge of IP addressing, subnetting, and TCP/IP
  

• Assist with maintaining an accurate Service Desk knowledge base (IT Glue)
  

Requirements

• Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
  

• Experience using ConnectWise
  

• Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications
  

• Experience troubleshooting Microsoft Office 365 and Office applications
  

• Familiarity with SharePoint and Exchange
  

• Experience with monitoring solutions, such as LogicMonitor and Datto RMM
  

• Familiarity with network troubleshooting, such as Zscaler and FortiClient
  

• Ability to read, comprehend, and follow instructions either from Team Leader/Director or Service Desk knowledge base
  

• Strong customer service skills
  

• Attention to detail
  

Other Experience:

• Experience working with Autotask is a plus
  

• ITIL fundamentals are a plus
  

• Microsoft certifications are a plus
  

Additional Requirements:

• Must have fiber optic internet with at least 25 Mbps bandwidth
  

• Must have a backup desktop or laptop with the latest operating system
  

• Must be willing to work on a shifting schedule
  

• Must be amenable to reporting to our Makati and BGC office as needed
  

• Must be willing to work 9am-6pm Eastern Timezone
  

Benefits

• Great Place to Work-Certified Company
  
• Premium HMO
  
• Holistic employee experience
  
• Work-from-home and hybrid work setup
  
• Rewards and incentives
  
• Monthly engagement activities
  
• Career advancement opportunities
  
• Paid referral program
  

Requirements
Presales Description: • Participate in architectural discussions related to achieving successful deployments • Network administration of both hardware infrastructure and Linux based routers as well as multiple vendor firewalls • Systems administration of Linux servers • Scripting as required • Perform partner technical support starting with Tier 3-4 escalations from Level 2 support desk • Coordinate escalations with vendors • Be part of the on-call support rotation • Perform additional duties within the skill set for this position We will potentially be looking for multiple like resources to cover different shifts. Each position will largely have consistent working hours – but will involve participating in duties as a senior engineer for on-call escalations. This position is primarily remote with occasional office visits for meetings. Qualifications/Experience/Skills: • Minimum 5 years of experience as a Linux system and/or network engineer • Ability and desire to quickly learn new topics and frameworks • Extensive knowledge of Linux is a must including but not limited to: Package installation and maintenance, configuring of networking and integration into existing networks, core services • Extensive knowledge of IP networking, principles, protocols, and network design is required • Knowledge of scripting languages such as Bash or Python is preferred • Experience with configuration management systems such as SaltStack is preferred • Excellent working knowledge in deploying and maintaining server hardware • Excellent written and verbal communication skills • Highly organized and process driven • Professional services work a bonus • Linux and network certifications a bonus