Information Technology

Service Desk Support Engineer

Rotating Shift

We have an exciting Manila-based opportunity available for a Service Desk Support Engineer to work on rotating shifts. Work from home or office-based – 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

Client provides a full suite of Service Management capabilities, at a competitive price. With over 40 years’ experience in IT Outsourcing, global team, and advanced tools and processes.

Your Responsibilities
• Delivering a client focused service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication
• Undertaking coordinated incident management in liaison with other operational teams
• Ownership of technology problems or requests until satisfactory resolved
• Working with other Service Desk staff to deliver continual service improvement and ensure business requirements are being met
• Participating in the on-call out-of-hours support roster

You will
• Be a team player with a “can do” attitude, loads of energy and initiative with a strong work ethic
• Have excellent interpersonal and communication skills (verbal and written)
• Have a demonstrated commitment to standards and procedures
• Be a strong analytical thinker with excellent problem-solving skills with a willingness to ‘own’ incidents and requests until satisfactorily resolved
• Have the ability to work well under pressure, multi-task and work effectively with minimal supervision
• Experience with Incident Management / Handling high-priority issues and IT Outages
• Be organized and have good time management skills
• Have a strong customer focus with a professional approach
• Have familiarity with Android and Apple-based phones and tablets, and associated management software

Your Background
At least 2 years of experience providing Level 1.5 to Level 2 support to a user base of 250+ end-users, with experience handling escalated Level 1 issues and exposure to Level 2 troubleshooting 
• High-level support of Microsoft SOE – Windows 7/8/10, Office 2007/2010/2013/365
• Experience with Intune / MDM or other Remote Management Tools like Datto / Connectwise / N-able
• Strong background/experience with M365 / Azure AD and Active Directory Administration
• Support and troubleshoot issues with technologies: including but not limited to – Networking (TCP/IP, DNS, Cabling), Remote Access Connectivity, Telephony including mobile phones
• Thorough knowledge of Desktop, LAN, peripheral device installation and support
• Experience managing servers, storage and other IT infrastructure
• Experience managing virtualization (VMware, HyperV)
• Experience with networking and association infrastructure
• Experience with back-up technologies
• A good understanding of Service Desk tools and practices
• Good understanding of ITIL
• The following are highly desirable:
-Microsoft Certified, MCSA
-ITIL Certified

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.

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