Service Desk Engineer

Job Description

About the Client

Arraya Solutions is a trusted, full-service IT consulting and managed services provider committed to empowering organizations with customized, high-performance technology solutions. Since its founding in 1999, Arraya has combined deep technical expertise with a white-glove, relationship-driven approach to deliver tailored digital transformation.

Key Responsibilities

• Field support calls
  
• Deliver professional, friendly, and effective customer service via phone, chat, and email.
  
• Provide support for Windows, macOS, and mobile devices
  
• 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)
  
• Assist management with projects as assigned
  

Requirements

At least 3–5 years of experience with the following:

• Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
  
• 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 NinjaOne.
  
• Familiarity with network topologies and troubleshooting,
  
• Ability to read, comprehend, and follow instructions either from Team Leader/Director
  
• Has experience creating and updating knowledge base articles
  
• Strong customer service skills
  
• Attention to detail
  
• Excellent verbal and written communication skills
  

Other Experience:

• Experience working in an MSP environment with multiple customers
  
• Experience working with Autotask and Thread is 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
  

Requirements
Requirements Completed post-secondary education preferred Minimum 2 years business experience in IT related industry High level of commitment to exceptional customer service Able to problem solve and take ownership of issues and drive to resolution Works well under pressure and can re-prioritize as needed High level of attention to detail Microsoft Licensing knowledge is an asset Proficient in MS Office tools – Outlook, Excel, PowerPoint, Word, TEAMS Working knowledge of SFDC and SAP would be an asset