PH Service Desk Engineer (Level 2) (AO-13821)

This is a remote position.

ABOUT ACCESS OFFSHORING:

We specialise in providing Australian businesses with experience and qualified professionals based in the Philippines. Not only does our team of recruiters have extensive experience in sourcing and recruiting offshore talent, we also help Australian businesses implement best practice when it comes to building an offshore team.

ABOUT THE CLIENT:

Our Client is a privately owned gourmet food company that supplies high-quality and innovative food products to the food service and independent retail sectors across Australia. Founded in 1989, the company has grown into a national distributor with operations in Brisbane, Sydney, Melbourne, and Perth.

JOB SUMMARY:

 We are seeking a skilled and customer-focused PH Service Desk Engineer (Level 3) to join our IT support team. This role is responsible for providing high-level technical support across various systems, including servers, workstations, applications, and Microsoft 365 environments. The successful candidate will ensure timely resolution of support requests, maintain strong communication with stakeholders, and take full ownership of technical issues from initiation through to resolution.

KEY RESPONSIBILITIES:

• Delivering exceptional customer service support to a variety of environments
  

• Providing support for a mix of servers, workstations, applications, and Microsoft 365 environments
  

• Liaise with a range of users, suppliers, software, and hardware vendors to ensure an optimal outcome for our clients
  

• Ensure end-to-end ownership on support requests, providing regular updates to stakeholders until resolution
  

• Ensuring all actions and resolutions are documented within a ticketing/notes system
  

• Escalate to senior team members/leaders/ External IT when required
  

Likely Jobs List

• New User Setups in Active Directory/Office 365
  

• Pronto Password User Assistance (changing/resetting)
  

• Diagnosing Issues Remotely for Staff
  

• Maintaining Redmap Database
  

• Assistance with Upgrading Server Project to Hosted Environments
  

• Ordering and Specing New User Hardware (Dell)
  

• Ordering Mobile Phones/Ipads for Staff as needed
  

• Managing Mobile Phone numbers and esim Setups
  

• Ensuring all Data is correctly on One Drive for Users
  

• Assisting Retail Reps with Ipads/Purveyance Sync in Field
  

• Printer and Computer Support
  

• Onboarding and Off boarding Users
  

Requirements

SKILLS & QUALIFICATIONS:

• At least 3-5 years experience in a IT Support Role
  

• Experience with the following technologies is desirable:
  

• Office 365 / Azure admin
  

• Microsoft Windows Server and desktop operating systems, RDS
  

• Microsoft Active Directory, Entra and InTune
  

• VOIP Telephony (3CX preferable)
  

• Experience using ticketing systems
  

• Pronto Software (not essential, but desirable)
  

• Redmap on Premises Software experience (not essential, but desirable)
  

• Strong verbal and written communication skills and professionally presented
  

• Excellent time management
  

• Have the ability to work and perform under pressure in time-critical scenarios
  

Benefits

• Australian clients and Australian hours (giving you great experience and an early finish!)
  
• Work from Home Allowance
  
• HMO for you AND a dependent
  
• 20 Days Annual Leave and 5 Days Sick L​eave
  
• Government Statutory Benefits
  
• 13th Month Pay
  
• Computer Equipment
  
• Opportunities for growth
  
• And of course, a competitive salary