Senior and Junior IT Service Desk Engineer

Unleash Your Talents with Us!

Hi there, our future Senior and Junior IT Service Desk Engineer! Happy to see YOU here.

Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.

From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.

Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!

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SENIOR IT SERVICE DESK ENGINEER

What you'll do:

This role is responsible for advanced technical support and mentorship within the service desk team. By handling escalated incidents, implementing service improvements, and consistent, high-quality support across the organisation. In addition to resolving complex technical issues, the Senior IT Service Desk Engineer will play a key role in knowledge sharing, process optimisation, and supporting IT projects.

Key responsibilities for this role include:

• Act as the escalation point for complex incidents and service requests beyond first-line capabilities
• Diagnose and resolve advanced hardware, software, and networking issues, ensuring minimal downtime for users
• Support business-critical applications and systems, liaising with third-party vendors when required
• Provide guidance, training, and mentorship to junior service desk engineers
• Ensuring incidents are resolved within agreed SLAs
• Contribute to team development by leading technical workshops and knowledge-sharing sessions
• Identify recurring issues and work with Tier 3 teams to implement permanent fixes
• Participate in service review meetings, recommending improvements to enhance service desk performance
• Create and maintain IT documentation, standard operating procedures, and runbooks
• Contribute to IT infrastructure upgrades, deployments, and security initiatives
• Support change management processes by assessing technical impact and providing risk mitigation strategies
• Participate in “what-if” analysis for proposed network or system changes
• Identify and remediate risk within planned changes or existing infrastructure
• Identify opportunities for process improvement and contribute to IT service delivery enhancements
• Maintaining high-quality communication with users, customer stakeholders, and all relevant internal teams
• Update and maintain technical skills, fulfil an SME function in agreed knowledge/technology domains

Successful candidate must have:

• 3–5 years’ experience in IT service desk or IT support, including at least 1 year in a senior/escalation role
• Advanced troubleshooting skills across Windows (Workstations and Servers) macOS and Microsoft 365 environments
• Strong understanding of networking technologies (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).
• Proficiency in Active Directory, group policy management, and endpoint security tools.
• Excellent communication skills with the ability to explain technical issues to non-technical users
• Excellent problem-solving and communication skills.
• Ability to prioritise tasks and manage multiple incidents simultaneously
• Excellent written and verbal communication skills

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IT SERVICE DESK ENGINEER

What you'll do:

This role is responsible for Level 1 resolution of tickets, providing efficient, courteous, and effective technical support to end users, ensuring minimal downtime and maximum productivity. The IT Service Desk Engineer will handle incident management, service requests, and basic problem resolution for hardware, software, networking, and business applications.

Key responsibilities for this role include:

• Respond to and resolve IT support tickets via phone, email, and ticketing system within agreed SLAs
• Diagnose and troubleshoot technical issues including operating systems, software, hardware, and network connectivity
• Escalate complex incidents to second/third-line support teams when necessary
• Deliver high-quality end-user support with excellent communication and customer service skills
• Assist in onboarding and offboarding processes, including account creation, hardware setup, and system access
• Provide training or guidance on software, hardware, and IT best practices where required
• Maintain accurate records of IT assets, licenses, and configurations
• Support patch management, software updates, and security compliance tasks
• Ensure adherence to IT security policies and procedures
• Maintain clear and up-to-date documentation for processes, procedures, and troubleshooting steps
• Identify opportunities for process improvement and contribute to IT service delivery enhancements
• Maintaining high-quality communication with users, customer stakeholders, and all relevant internal teams
• Update and maintain technical skills, fulfil an SME function in agreed knowledge/technology domains

Successful candidate must have:

• 1-3 years’ experience in IT service desk or IT support
• Strong knowledge of Windows, macOS and Microsoft 365
• Basic understanding of networking technologies (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).
• Knowledge of Active Directory, group policy management, and endpoint security tools.
• Excellent communication skills with the ability to explain technical issues to non-technical users
• Excellent problem-solving and communication skills.
• Ability to prioritise tasks and manage multiple incidents simultaneously
• Excellent written and verbal communication skills

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Ideally, candidate for both rol should possess the following:

• Employment history within a Managed Services Provider
• ITIL certification or equivalent understanding of IT service management.
• Experience with service desk ticketing tools (e.g.: ConectWise, ServiceNow, Jira)
• Understanding of IT security practices and endpoint protection tools
• Exposure to IT compliance frameworks (ISO 27001, NIST, Essential Eight).
• Knowledge of scripting or automation (PowerShell, Bash, Python)
• Degree qualified within an appropriate discipline

Work Arrangements:

• Schedule: 6:00 AM - 3:00 PM (Philippine Time)
• Work Setup: On-site - Be part of a collaborative and energetic team in a professional office environment.
• Location: Parkway Corporate Center, Alabang, Muntinlupa City

• Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
• Career Growth & Development: Work alongside international clients and gain valuable experience.
• Work-Life Balance: Our innovative activities, open communication channels, and commitment to incclusivity make everyday exciting and rewarding!
• Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.

Your seat awaits! Be part of our thriving team and CLICK APPLY!