Service Desk Support Engineer | NST

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 bonuses 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 

Our Client 

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. 

Your 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 required 

• 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 

Your Background 

• 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 

• Professional Attributes 

• 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 required 

• Technical Skills 

• Microsoft certifications, preferably MCSA 

• Familiarity with Service Desk tools and a solid understanding of ITIL practices 

• ITIL Foundation certification is highly regarded