Sr. Helpdesk Engineer
# Sr. Helpdesk Engineer **Tech One Global Phils.** · Muntinlupa · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role BEST PEOPLE. BEST OPPORTUNITIES. BEST WORKPLACES. Across every country we operate in, that's what work here actually looks like; recognized by the clients we serve, the technology partners we're built on, and Great Place to Work Certified™ by the people already inside it. OUR PURPOSE Tech One Global exists to lead, inspire, motivate, and empower organizations through digital transformation. We can only do that if our own people are led, inspired, motivated, and empowered first. OUR TEAM We've spent decades building AI and digital transformation solutions for organizations with their complex business problems. You'll be joining one regional team that works as a single bench across the countries we operate in. Day to day, we have built deep expertise across the platforms that matter; As a Microsoft partner, we get first-hand access to what ships next, not what shipped last year. We've delivered more than 2,000 cloud projects. You'll be adding to that number, not just reading about it in a deck. ABOUT THE ROLE The Sr. Service Desk Engineer is the senior technical anchor of TOG's client-facing service desk, owning the quality, speed, and consistency of support delivered to customers across their Microsoft 365, and Azure environments. Beyond resolving escalated technical issues, this role sets the standard for service management; driving SLA adherence, incident and request discipline, root-cause analysis, and knowledge management — while mentoring junior engineers and acting as the escalation point that keeps client experience high and resolution times low. This is a senior, ownership-oriented role. While Tier 1 engineers focus on resolving standard tickets, the Sr. Service Desk Engineer owns escalations, service quality, process improvement, and the growth of the people around them. Role Outcomes: Success in this role is measured by consistent SLA attainment, reduced repeat incidents, improved ticket quality, stronger knowledge reuse, positive customer feedback, and measurable uplift in junior engineer capability. WHAT YOU WILL DO Service Delivery & Escalation Ownership - Own resolution of complex and escalated incidents and service requests across client App Dev applications, Microsoft 365, and Azure infrastructure, meeting or exceeding agreed SLAs. - Act as the senior escalation point for the service desk, guiding Tier-1 engineers through diagnosis and resolution and taking direct ownership of high-impact or high-priority issues. - Drive incidents to true resolution through structured root-cause analysis, and coordinate with Tier-2/Tier-3, engineering, or vendor teams when deeper intervention is required. - Act as Incident Commander or Lead Engineer during Priority 1 and Priority 2 incidents, coordinating communications, technical response, and resolution activities across internal teams and vendors. - Maintain and continuously improve escalation procedures, support runbooks, operational documentation, and knowledge management standards. Service Management & SLA Governance (ITIL) - Apply ITIL-aligned incident, request, and problem management practices to ensure consistent, high-quality service delivery. - Monitor queues, SLA compliance, and ticket health, proactively managing ageing, at-risk, and recurring tickets before they breach. - Identify recurring incidents, lead problem-management efforts, document known errors and workarounds, and drive corrective actions that reduce repeat tickets and ticket volume over time. - Lead or contribute to post-incident reviews for major incidents, documenting timelines, root cause, corrective actions, customer communications, and preventive measures to reduce recurrence. - Support change enablement activities by reviewing planned changes, validating implementation readiness, coordinating customer communications, and ensuring post-change verification is completed for supported environments. Client Experience & Communication - Serve as a trusted technical contact for clients, communicating clearly, managing expectations, and maintaining a professional, service-oriented experience throughout the ticket lifecycle. - Conduct discovery and ask the right diagnostic questions to identify root cause, guide clients through resolution steps, and provide practical guidance that reduces repeat issues. - Collect and analyze client feedback to surface patterns, and translate them into resolutions, FAQs, or self-service guidance that eases future troubleshooting. - Build trusted customer relationships through proactive communication, technical guidance, and consultative support that improves service adoption and operational maturity. Knowledge Management & Documentation - Create and maintain high-quality knowledge-based articles, step-by-step guides (with screenshots), runbooks, and internal procedures for both clients and the service desk team. - Standardize and continuously improve service desk documentation to support consistency and faster onboarding. Team Leadership & Enablement - Train, mentor, and coach incoming and junior service desk engineers, uplifting technical and service-handling capability across the team. - Support onboarding of new staff and contribute to a culture of accountability, continuous improvement, and knowledge sharing. Continuous Improvement & Reporting - Identify service desk process, tooling, and automation improvements that raise efficiency, resolution quality, and client satisfaction. - Maintain daily performance and health of supported systems, and provide regular reporting on ticket trends, SLA performance, recurring issues, and improvement opportunities. - Analyze ticket trends, SLA attainment, customer satisfaction scores, and recurring incidents, and present recommendations for service improvement. - Identify opportunities for automation using PowerShell, Microsoft Power Platform, AI-assisted workflows, and service management tooling to improve efficiency, reduce manual effort, and increase consistency of support outcomes. WHAT YOU WILL BRING - Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field; equivalent hands-on experience considered. - Minimum 5 years of experience in IT service desk, technical support, enterprise IT support, or managed services environments, including at least 2 years handling escalated incidents, senior-level ownership, and technical leadership responsibilities. - Strong hands-on support experience across Microsoft 365 / Office 365, Azure infrastructure, and client-facing applications. - Troubleshoot and administer Microsoft 365 services including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Intune, and Entra ID. - Support and troubleshoot Azure workloads including virtual machines, virtual networking, storage, backup, Entra ID (Azure AD), monitoring, and security-related configurations. - Solid grounding in networking fundamentals: LAN, WAN, connectivity, DNS; and endpoint troubleshooting. - Experience using IT service management and monitoring tools such as ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management, Azure Monitor, Microsoft Defender, or similar platforms is preferred. - Working knowledge of security fundamentals including identity protection, conditional access, endpoint protection, MFA, backup validation, and incident triage is preferred. - Working knowledge of ITIL service management (incident, request, problem management); ITIL Foundation certification preferred. - Proven ability to perform root-cause analysis and drive problems to permanent resolution. - Experience mentoring or training junior support staff. - Excellent communication skills, with the ability to explain technical issues clearly to technical and non-technical clients and manage expectations professionally. - Strong documentation discipline and a service-oriented, ownership mindset. - Relevant certifications are preferred, including ITIL Foundation, AZ-900 or equivalent Azure knowledge, AZ-104, MS-102, SC-900, Microsoft 365 certifications, Azure Administrator, CompTIA A+, and CompTIA Network+. - Willingness to participate in after-hours support, on-call rotations, maintenance activities, and major incident response when required. WHAT’S IN IT FOR YOU? - Competitive Rewards & Benefits : Performance bonuses, 13th month pay, and Day 1 HMO and life insurance coverage. - Flexibility & Balance : Hybrid work arrangements and Flexible schedues - Growth & Development : Company‑sponsored trainings, certifications, and continuous learning opportunities - Recognition & Culture : Be part of a workplace recognized as one of the Philippines and Southeast Asia's Best Workplaces in 2026, where your contributions are valued and your voice is heard! - Community & Belonging : A culture of inclusion, diversity, and empathy, with loyalty rewards, holiday gifts, and programs that celebrate milestones and people EQUIAL OPPORTUNITY STATEMENT Job Types: Full-time, Permanent Benefits: - Company events - Flexible schedule - Health insurance - Life insurance - On-site parking - Paid training Work Location: In person
Наблюдалась 2026-10-07, впервые 2026-10-06, источник — Indeed.