IT MSP Engineer (IT Service Desk L1.5)
IT by Design Philippines Inc. Taguig Full-time
Service Desk / IT Help Desk (or Related Role)
About the Job:
- Department: Service Delivery
- Reports to: Technical Team Lead
- Work Model: Full On-Site (WFO)
- Shift Type: Night Shift (Eastern Time)
Job Responsibilities:
- Manage IT Systems – Set up and maintain servers, storage, networking equipment, and virtual environments.
- Monitor Systems – Track performance, security, and unusual activity; resolve issues proactively to ensure stability.
- Technical Support – Provide timely assistance to clients and teams, troubleshooting issues to minimize downtime.
- System Updates – Apply patches and security updates regularly to ensure optimal performance and safety.
- Backup & Recovery – Develop and maintain backup strategies to safeguard data and enable smooth recovery.
- Capacity Planning – Analyze usage trends, recommend upgrades, and suggest new tools or solutions when needed.
- Documentation – Maintain accurate records of system configurations, incidents, and processes.
- Client Engagement – Understand client requirements, deliver aligned IT solutions, and support their business goals.
- Vendor Management – Coordinate with vendors for procurement and support, ensuring timely delivery and resolution.
- Project Participation – Lead or assist in projects such as migrations, upgrades, or system implementations.
- Continuous Improvement – Stay updated on emerging technologies and best practices to enhance security and performance.
- At least 2 years’ experience in Service Desk / Help Desk support
- Strong troubleshooting skills in: Active Directory, Windows Desktop/Server, Office 365, Firewall & VPN, and End-User Management
- Excellent English communication skills (written and verbal)
- Willing to work onsite in BGC, Taguig
- Comfortable working the night shift (U.S. Eastern Time)
- Preferably residing in or able to commute daily to BGC
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Log, prioritize, and resolve tickets in line with SLA targets
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Description:
• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call made or issue reported by the user.
• Attempt to resolve the defined inquiries while...