Service Desk Engineer

Category: Information & Technology

Location:

Position Title: Service Desk Engineer (Level 1)
Work Set-up: Remote
Salary: 25 to 30K
Schedule: 3:00 PM to 12:00 AM, Monday to Friday, PH time (1-hour unpaid break)
Holidays: Philippines

About the Role
Boomering is partnering with a leading managed services business to hire a Service Desk Engineer (Level 1) for its Philippines-based late shift. You will be the first point of contact for client users across Hong Kong, mainland China, and Singapore, resolving first-line issues and ensuring anything requiring escalation is clearly documented and handed over.
This is a hands-on role for someone who takes ownership, communicates clearly, and is comfortable working independently for part of the shift. You will work within an ISO 27001 and ISO 20000 certified service environment where accurate ticket handling, security, and service levels are essential.

As a Service Desk Engineer (Level 1):
You are self-reliant, methodical, and customer-focused. You troubleshoot calmly, keep users informed, know when to escalate, and take pride in accurate documentation and strong follow-through.

Your Responsibilities as a Service Desk Engineer (Level 1) would be:

Incident & Request Handling
• Act as the first point of contact for incidents and service requests raised during the late shift by ticket, email, or telephone.
• Log every contact in Zoho Desk with an accurate summary, category, priority, and client reference before work begins.
• Diagnose and resolve first-line incidents wherever possible using remote support tools and the knowledge base.
• Set clear expectations and proactively keep users informed on progress, ownership, and next steps.

Ticket Management & Service Levels
• Own your personal ticket queue and work to agreed response and resolution targets for each client.
• Monitor the shared queue and proactively pick up unassigned tickets.
• Flag tickets at risk of breaching service levels before a breach occurs.
• Maintain accurate ticket status, time entries, and resolution notes, and close tickets only after resolution is confirmed and documented.

Technical Support
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID, covering account creation, licensing, password and MFA resets, mailbox permissions, and distribution lists.
• Troubleshoot Windows 10/11 and macOS endpoints, including operating system, application, profile, and performance issues.
• Support mobile devices and endpoint management, including enrolment, compliance, and policy issues.
• Perform first-line troubleshooting for wireless connectivity, VPN, printing, DNS/DHCP and local connectivity issues.
• Support common client business applications and coordinate with third-party vendors where required.
• Handle joiner, mover, and leaver requests in line with documented client processes.

Monitoring, Escalation & Handover
• Monitor remote monitoring and management platforms and backup reporting, triaging and acting on alerts as they arise.
• Escalate infrastructure, security, backup, major incident, and out-of-scope issues promptly using documented escalation paths.
• Provide Level 2 or Level 3 engineers with complete handovers that clearly document troubleshooting performed and findings.
• Take the afternoon handover from the Hong Kong day team and produce a clear written end-of-shift handover for open and priority items.
• Complete scheduled end-of-shift checks and record the results.

Documentation, Security & Process
• Create clear, reusable resolution notes and update knowledge base articles for recurring issues.
• Maintain accurate client documentation and report gaps or outdated information.
• Follow PTS service management processes and ISO 27001 and ISO 20000 controls, including client-specific verification procedures.
• Handle client information and credentials in line with information security policy and immediately report suspected security incidents.
• Support audit requirements through complete and retrievable ticket evidence, and suggest improvements to service desk processes, tooling, and automation.

Experience & Background
• At least 1 to 2 years of experience in an IT service desk, help desk, or first-line technical support role; managed service provider or multi-client experience is preferred.
• Experience working to defined service levels within a ticketing system and supporting business users remotely.
• Shift-work or extended-hours support experience is an advantage.
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, Microsoft 365 Certified Modern Desktop Administrator Associate, or ITIL Foundation are advantageous but not essential.

Skills & Competencies
• Working knowledge of Microsoft 365 administration at first-line level, including Active Directory and Entra ID account and group administration.
• Confident troubleshooting Windows 10 and Windows 11; macOS exposure is an advantage.
• Understanding of core networking concepts including IP addressing, DNS, DHCP, wireless, and VPN.
• Familiarity with remote support, remote monitoring and management, and endpoint management tools.
• Clear written and spoken English with a professional tone for corporate end users and senior client staff.
• Methodical troubleshooting, strong ticket ownership, sound escalation judgement, and the ability to learn new platforms quickly.

Why Join?
This opportunity is a genuine entry point into an internationally connected Managed Services team supporting business users across Asia. You will gain broad exposure to Microsoft 365, endpoint support, service management, monitoring, security processes, and multi-client technical environments while working alongside experienced Level 2 and Level 3 engineers.
The team values ownership, reliability, clear communication, disciplined service delivery, and continuous improvement. Structured onboarding is provided, with a clear progression route to Level 2 Service Desk…