Service Desk Engineer
R
RFAManaged IT Services
Quezon CityFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- AWSAzureServiceNow
Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
- 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
- Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
- Experience supporting Windows 11, macOS, iOS, and Android platforms.
- Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
- Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
- Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
- Knowledge of ITIL service management principles.
- Strong written and verbal communication skills.
- Familiarity with AI-powered productivity tools such as Microsoft Copilot or ChatGPT.
Responsibilities
- Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
- Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
- Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
- Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
- Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
- Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
- Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
- Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
- Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
- Participate in after-hours support, escalation rotations, and major incident response activities as required.
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