Service Desk Engineer, Level 1 (IT Support)

TL;DR

Service Desk Engineer, Level 1 (IT Support): Providing primary technical support for clients by troubleshooting hardware and software issues across PC and Mac environments with an accent on O365 and Google Suite administration. Focus on efficient issue triage, ticket escalation, and maintaining high-quality IT documentation.

Location: Must be based in Cebu City or Metro Manila

Company

hirify.global is a managed IT services provider offering professional support and technical solutions to business clients.

What you will do

• Troubleshoot PC and Mac hardware, software, and network issues via remote login or onsite visits.
• Administer and resolve issues within Microsoft Office 365 and Google Suite environments.
• Manage ticket routing and escalation to Level 2 and Level 3 support teams.
• Create and maintain detailed client IT documentation.
• Coordinate with third-party vendors on behalf of clients to resolve technical problems.
• Perform virus/malware removal and secure data deletion on hard drives.

Requirements

• Minimum 3 years of IT support experience in business environments.
• Minimum 3 years of remote/help desk experience, preferably in a managed service provider (MSP) setting.
• Strong proficiency in both macOS and Windows operating systems.
• Experience with Active Directory and Azure AD.
• Excellent verbal and written communication skills.
• Must be based in Cebu City or Metro Manila.

Nice to have

• Experience with the ConnectWise ticketing system.
• M365 Certified: Fundamentals.
• CompTIA A+ certification.

Culture & Benefits

• Monthly financial bonuses in addition to base salary.
• Maxicare HMO including coverage for two dependents.
• 13th month pay and a utility stipend.
• 15 days of PTO, with an additional week granted after 4 years of service.
• Provision of necessary hardware, including laptop, monitors, and peripherals.