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Service Desk Engineer

72% Flex
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
Philippines

Offer summary

Qualifications:

1-2 years helpdesk or service Desk experience, Basic M365/Entra ID and Intune support, Knowledge of Citrix, AVD, and secure operations principles.

Key responsabilities:

  • Serve as first point of contact for technical assistance
  • Perform remote troubleshooting and escalate when necessary
  • Record events, resolutions, and provide detailed call notes
  • Identify improvements, communicate feedback, and perform health checks
  • Follow documented procedures, deliver client-centric service, adhere to protocols
Booth & Partners logo
Booth & Partners Large https://boothandpartners.com/
1001 - 5000 Employees
About Booth & Partners
We impact global start-ups and organizations to ignite their sense of mission and purpose while impacting the lives of underserved communities around the world. Our co-evolving partners seek to disrupt their industry and serve as a vehicle for change. We provide outsourcing services in the form of Talent Solutions, Managed Solutions, and Workspace Solutions helping our partners drive towards ever-greater purpose and meaning. Our values are what ultimately drive Booth and Partners. We do our best to make sure that our shared values are deeply ingrained in how we work. We understand how values are inextricably connected to all areas of our business, and we focus on ways to be intentional. These values manifest not only in how we relate to each other but how we thrive and exist in the world.
See more Booth & Partners offers

Job description

Logo Jobgether

Your missions

About the Client:

Insentra started out as four IT professionals in a Sydney garage. Today, they're a global team of industry leaders and experts, united by a singular belief in a different way of doing business.

They believe that business works best when it’s win-win.

They believe in building and nurturing strong relationships. By transacting only through their partners, they've set up our business so that when you succeed, they succeed too.

They believe when our combined efforts are pushing in the same direction, we can get somewhere incredible.


Job Summary:

We are looking for an experienced Service Desk Engineer to provide responsive proactive support. A Service Desk Engineer must have good technical knowledge and be able to  communicate effectively to understand the problem and escalate where necessary. T

he goal is to create value for clients that will help preserve the organisations reputation and business by being proactive and responsive to incidents, requests and monitoring alerts.

There are several tasks and duties that are to be completed on behalf of clients and a focus on outcomes and utmost client care and professionalism is expected.


Responsibilities:

General Responsibilities:

  • Adheres to all company policies and procedures
  • Cultivates relationships with partners, clients and suppliers
  • Provides friendly, courteous, professional and timely service and support to clients, partners and
  • staff via phone, email and remote tools
  • Delivers client centric service, in keeping with the values of Insentra

Service Desk Engineer Responsibilities:

  • Serve as the first point of contact for clients seeking technical assistance through a web portal interface, email and  telephone queries
  • Perform remote troubleshooting through diagnostic techniques and triage questions
  • Determine the best solution based on the issue and details provided by customers
  • Direct unresolved issues to the next level of support personnel
  • Record events and problems and their resolution in ticketing system
  • Perform proper ticket hygiene and management, detailed handovers, initial ticket triage and detailed call resolution notes
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Basic remote access solution support: Screen share, Citrix and AVD remote desktop, and remote control servers, Microsoft server administrative tasks
  • Basic administration of Microsoft cloud services - Azure and Microsoft 365
  • Basic diagnosis of Citrix tickets to pass information to L2/L3 engineers
  • Perform daily health checks on systems and record output in ticketing system
  • Follow documented procedures fully and consistently


Requirements

  • 1-2 years helpdesk or service Desk experience
  • ITIL v4 certification – not mandatory but highly valued
  • Basic M365/Entra ID and Intune support
  • Knowledge of Citrix and AVD
  • Understanding of secure operations principles e.g. Zero Trust and Least Privileged
  • Competent written and verbal communication in English
  • Must have Fiber Optic internet with at least 25 Mbps bandwidth
  • Must have a backup desktop or laptop with the latest OS
  • Must be able to work following US/UK shift


Benefits

WHAT WE OFFER:

✔ Great Place to Work-Certified Company
✔ Premium HMO
✔ Holistic employee experience
✔ Work-from-home and hybrid work setup
✔ Rewards and incentives
✔ Monthly engagement activities
✔ Career advancement opportunities
✔ Paid referral program

Required profile

Experience

Level of experience: Junior (1-2 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

CitrixRemote SupportTicketing ToolsTroubleshootingClient ManagementAzureMicrosoft 365 Administration

Soft Skills

  • Effective Communication
  • Relationship Building
  • Professionalism
Are you interested?

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