Pasig, Philippines

Service Desk Engineer (Level 2)

Full-time / part-time
Full-time
Level
Mid-Senior Level
Department
Technology
Address
Ortigas Avenue
Pasig
Philippines

Job description

  • Management of Incidents and Service requests raised by colleague
  • Liaise closely with other members of the Tech Hub Team to ensure knowledge and expertise is shared effectively
  • Work with the Shift Leader to create/review regular reports to identify incident trends and deliver work plans to resolve
  • Assist the Shift Leader on escalating Major Incidents and following this through to its conclusion
  • Updating and maintaining tickets within the service management toolset
  • Network, Platform and Security monitoring
  • Prompt escalation of tickets to Infrastructure engineers
  • Create, or assist in the creation of articles for the Knowledge Base
  • Communicate experience and knowledge to other members of the Global IT function to assist support availability
  • Assist with the installation, configuration, patching and ongoing usability of desktop computers, peripheral equipment, and software (incl. Tracking of hardware inventory)
  • Work with procurement staff to purchase hardware and software
  • Work with vendor support contracts to resolve technical problems with desktop computing equipment and software
  • Provide support as part of a rotating shift schedule
  • Provide cover out of hours and at weekends as required

We are seeking someone who is:

  • Customer Focus – Building strong relationships, delivering customer-centric solutions and going the extra mile so the customer feels supported
  • Action Orientated – Taking on new opportunities and tough challenges with a sense of urgency, high energy and a will to get things done right
  • Plans and Aligns – Planning and prioritising work to meet commitments aligned with organisational goals
  • Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Interpersonal Savvy – Relating openly and comfortably with diverse groups of people
  • Creative – Strong tendency to think outside of the box in dealing with and resolving issues

Qualifications

  • Educated in a technical discipline such as an IT diploma/degree with qualifications in one or more of the following (or equivalent) - ITIL Foundation, Microsoft certification, Cisco Certification, COMPTIA A+, Network+, Security+
  • Previous experience working in a Service Desk/Helpdesk role is essential
  • Possess a strong technical background on end-user/desktop/peripheral support. Must possess a “can-do” attitude and be willing to roll up their sleeves and get the job done.
  • Demonstrable knowledge of administering Active Directory, Exchange, File & Folder permissions, GPO, SharePoint administration, Skype, O365
  • Installing, operating and supporting customers on Microsoft platforms
  • Use or knowledge of Service Management platforms
  • Experience in working with the financial services industry is desired, but not essential

Additional information

Our commitment to you is that we will help you become your personal best. All of our people benefit from a comprehensive and individually tailored program. We focus on a holistic skill set of professional accreditation and management development, soft skills, coaching and technical training. This is a business built by people, so helping our people be great is great for business.

Company description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

As the Level 2 Service Desk Engineer, you are the first point of contact for our colleagues in the business across the globe. Our business relies on you to provide first class support services to resolve issues and fulfil customer requests in a timely and professional manner. 

Our IT function partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients. We strive to be a leading-edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first-class services.

The Service Desk position requires a combination of strong troubleshooting, technical, communication and customer service skills.

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