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Service Desk Engineer

1 month, 3 weeks ago
Philippines
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
Active Directory Android AWS Azure Cybersecurity iOS macOS PowerShell Python
Apply Now
RFA

RFA

RFA is a global leader in IT, financial cloud, and cyber security for the financial sector, offering bespoke solutions and cutting-edge expertise in R&D, DevOps, automation, and machine learning.

IT Services
251-1K
Founded 1989
View All Jobs 5

Description

  • Provide first- and second-level technical support for endpoint, cloud, security, and collaboration technologies.
  • Use AI-enabled support tools and knowledge platforms to improve resolution speed and service quality.
  • Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
  • Assist with endpoint management, mobile device management, and device compliance monitoring.
  • Respond to security incidents such as phishing reports, compromised accounts, malware alerts, and suspicious activity.
  • Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
  • Monitor service queues, identify recurring issues, and look for opportunities to automate support processes.
  • Participate in onboarding and offboarding tasks including provisioning, deprovisioning, access reviews, and asset management.
  • Support hybrid and remote work technologies including VPNs, virtual desktops, collaboration tools, and cloud applications.
  • Participate in after-hours support, escalation rotations, major incident response, and occasional on-site technical support as needed.

Requirements

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
  • 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
  • Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
  • Experience supporting Windows 11, macOS, iOS, and Android platforms.
  • Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
  • Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
  • Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
  • Knowledge of ITIL service management principles.
  • Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
  • Preferred certifications include CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, and AZ-900, or equivalent.
  • Experience supporting financial services, hedge funds, legal firms, healthcare, or other highly regulated industries is preferred.
  • 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment is preferred.
  • Basic familiarity with PowerShell, Python, batch scripting, or other automation tools is preferred.
  • Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, internships, volunteer work, or home labs is preferred.
  • Demonstrated familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms.
  • Understanding of basic AI concepts, limitations, risks, and data privacy requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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