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Service Desk Engineer

4 days, 5 hours ago
Philippines
Junior
Technical Support Engineer
DevOps and Infrastructure
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
501-1000
Founded 1989
View All Jobs 6

Description

  • Provide first- and second-level support by resolving incidents and fulfilling service requests.
  • Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
  • Manage endpoints, mobile devices, device compliance, and hybrid/remote-work technologies including VPN and virtual desktops.
  • Respond to security incidents, including phishing reports, compromised accounts, malware alerts, and suspicious activity.
  • Use AI-enabled support tools and knowledge platforms to improve troubleshooting, documentation, resolution efficiency, and service quality.
  • Maintain technical documentation, knowledge-base articles, standard operating procedures, and runbooks.
  • Monitor service queues, identify recurring issues and trends, and recommend automation opportunities.
  • Support employee onboarding and offboarding, including provisioning, deprovisioning, access reviews, and asset management.
  • Meet SLA, ticket-quality, first-contact-resolution, and customer-satisfaction targets.
  • Participate in after-hours rotations, escalations, major incident response, and occasional on-site or vendor-supported troubleshooting.

Requirements

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
  • 2+ years of Service Desk, Help Desk, Technical Support, or Managed Services experience; 1–3 years and relevant hands-on experience may also be considered.
  • Strong knowledge of Microsoft 365, Entra ID/Azure AD, Exchange Online, Intune, Teams, SharePoint Online, Active Directory, and Windows.
  • Experience supporting Windows 11, macOS, iOS, and Android devices.
  • Working knowledge of cybersecurity practices, including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
  • Familiarity with Azure, AWS, virtual desktop infrastructure, SaaS administration, and ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, or Autotask.
  • Knowledge of ITIL service-management principles.
  • Strong customer service, written communication, documentation, and troubleshooting skills, including explaining technical issues to non-technical users.
  • Familiarity with AI productivity tools such as Microsoft Copilot or ChatGPT, including secure, responsible use and validation of outputs.
  • CompTIA, ITIL, Microsoft, or cloud certifications are preferred; PowerShell, Python, batch scripting, or automation experience is a plus.
  • Experience supporting financial services, legal, healthcare, or other regulated industries is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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