BPO - Service Desk Engineer (Hybrid Setup)

Confidential

Paranaque City, National Capital Region, Philippines permanent

Posted: February 6, 2026

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Quick Summary

Provide advanced technical support and contribute to the stability and efficiency of IT services.

Required Skills

IT Windows Mac OS Hardware Networking Active Directory O365 Ticketing Systems ITIL Incident Management Troubleshooting Analytical Skills

Job Description

About the Role

We are seeking a Service Desk Engineer to provide advanced technical support and contribute to the stability and efficiency of IT services. This role is ideal for professionals with strong troubleshooting skills and hands-on experience in enterprise IT environments.

Key Responsibilities

• Provide second-level technical support for hardware, software, systems, and network-related issues

• Investigate, diagnose, and resolve escalated incidents and service requests

• Administer and support user accounts, groups, and access controls

• Support enterprise tools such as Active Directory, O365, VPNs, and endpoint management solutions

• Identify recurring issues and contribute to root cause analysis and documentation

• Collaborate with internal teams to ensure timely resolution of issues

• Maintain accurate technical documentation and knowledge base articles

• Adhere to ITIL processes, SLAs, and service desk best practices

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field

• 2+ years of experience in IT service desk or technical support roles

• Strong experience with Windows/Mac OS, hardware, and networking fundamentals

• Hands-on experience with Active Directory, O365, and ticketing systems

Preferred Skills

• Experience supporting enterprise or multi-client environments

• Knowledge of ITIL framework and incident/problem management

• Strong analytical and troubleshooting skills

• Relevant certifications (ITIL, CompTIA, Microsoft) are a plus

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