Sr. Service Desk Engineer (4x11, Morning shift)

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application. Work Arrangement: ONSITE in Clark Office Work Shift: Training Schedule Monday - Friday, 7:00 AM - 4:00 PM Permanent Shift (4x11) (1) Friday - Monday, 7:00 AM - 6:00 PM PHT (2) Friday - Monday, 10:00 AM - 9:00 PM PHT Position Overview: The Sr. Service Desk Engineer is responsible for providing technical support to Australian managed services clients. Working within a fast-paced MSP environment, the engineer will action incidents and service requests, troubleshoot both simple and complex technical issues, perform proactive maintenance activities, and contribute to delivering exceptional customer experiences. The role acts as Level 1 and 2 support while working collaboratively with Level 3 Engineers, Security Specialists, and Project Engineers to resolve client issues efficiently. Key Responsibilities: Troubleshoot and resolve both Level 1 and escalated Level 2 incidents and service requests. Provide support across Kaseya Suite and Microsoft 365, Windows, networking, endpoint management, and cloud platforms. Administer and support user accounts, devices, permissions, and security controls. Diagnose and remediate hardware, software, connectivity, and application issues. Perform proactive maintenance, patching, and system health checks across client environments. Escalate complex technical issues to senior engineers when required. Maintain accurate ticket notes, documentation, and time entries within service management systems. Create and update technical knowledge base articles and support documentation. Assist with user onboarding, offboarding, device provisioning, and software deployment activities. Monitor service queues, communicate progress with clients, and ensure agreed service levels are achieved Example Tasks Include: Troubleshoot Microsoft 365 issues including Outlook connectivity, mailbox permissions, Teams functionality, SharePoint access, and OneDrive synchronisation. Investigate and resolve workstation issues such as slow performance, application crashes, operating system errors, printing problems, and hardware faults. Provision and configure new users by creating accounts, assigning Microsoft 365 licenses, configuring security groups, and setting up multi-factor authentication. Deploy, configure, and troubleshoot laptops and mobile devices using Microsoft Intune and endpoint management tools. Diagnose networking issues including VPN connectivity, DNS resolution, Wi-Fi performance, internet outages, and network printer connectivity. Monitor service alerts and respond to server, backup, patching, antivirus, and endpoint health notifications before they impact users. Perform routine maintenance activities including operating system patching, software updates, vulnerability remediation, and security compliance checks. Escalate complex infrastructure, security, or application issues to senior engineers while providing detailed troubleshooting notes and findings. Maintain accurate ticket records, update clients on progress, record time entries, and document resolutions in the company's service management and knowledge systems. Create and maintain technical documentation, standard operating procedures, and knowledge articles to improve service consistency and first-call resolution rates. Support user onboarding and offboarding activities, including device preparation, account creation, permissions management, and secure access removal. Assist clients with day-to-day support requests via phone, email, and remote support tools while maintaining high levels of customer satisfaction. Skills Requirements: 5+ years' experience in any kind of IT Service Desk, plus at least 1 year in an MSP Technical role. Strong troubleshooting skills across: Microsoft 365 & Windows 10/11 Active Directory / Entra ID Some Exchange Online experience Some Teams and SharePoint experience Strong networking fundamentals (DNS, DHCP, TCP/IP, VPN), and use of monitoring tools. Endpoint Management and Intune experience Experience with ticketing and documentation systems Some experience with mobile device management. Very high quality conversational English Exposure to cybersecurity tools and best practices. Personal Attributes Customer-focused and service-oriented. Strong problem-solving and analytical skills. Ability to work independently in a remote environment. Highly organised with strong attention to detail. Team player who collaborates effectively with local and offshore colleagues. Committed to continuous learning and improvement. Nice to have: Microsoft certifications (Modern Desktop, Azure, M365, Security). Experience supporting Australian clients and business hours. Experience interacting with a third-party SOC Advanced Intune experience Autotask ticketing IT Glue documentation Datto RMM & PRTG Kaseya security suite Samsung KNOX – (MDM software) Job Offer 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years) HMO coverage for employee +1 FREE dependent on the first day of employment +1 additional FREE dependent per successful year of tenure (up to five (5) years) We provide Relocation Salary Loan assistance* Tenure Incentive Program* Referral Bonus of up to Php20,000.00* ALL government mandated benefits *Terms and conditions apply