Service Desk Engineer
Full-time
Booth and Partners Pte Ltd
About the Client
Arraya Solutions is a trusted, full-service IT consulting and managed services provider committed to empowering organizations with customized, high-performance technology solutions. Since its founding in 1999, Arraya has combined deep technical expertise with a white-glove, relationship-driven approach to deliver tailored digital transformation.
Key Responsibilities
- Field support calls
- Deliver professional, friendly, and effective customer service via phone, chat, and email.
- Provide support for Windows, macOS, and mobile devices
- Identify and organize tickets according to priority
- Provide support in handling Incident Management calls
- Primarily remote technical support
- Hardware and software incident remediation
- Troubleshoot and resolve MS Azure incidents and requests
- Account provisioning and administration
- Hardware configuration and repair
- Actively manage assigned work in the ticketing system, including timely and meaningful updates
- Support network printing devices
- Troubleshoot and resolve tickets related to VPN and MFA issues
- Resolve network issues using knowledge of IP addressing, subnetting, and TCP/IP
- Assist with maintaining an accurate Service Desk knowledge base (IT Glue)
- Assist management with projects as assigned
Requirements
At least 3–5 years of experience with the following:
- Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
- Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications
- Experience troubleshooting Microsoft Office 365 and Office applications
- Familiarity with SharePoint and Exchange
- Experience with monitoring solutions, such as NinjaOne.
- Familiarity with network topologies and troubleshooting,
- Ability to read, comprehend, and follow instructions either from Team Leader/Director
- Has experience creating and updating knowledge base articles
- Strong customer service skills
- Attention to detail
- Excellent verbal and written communication skills
Other Experience:
- Experience working in an MSP environment with multiple customers
- Experience working with Autotask and Thread is plus
- ITIL fundamentals are a plus
- Microsoft certifications are a plus
Additional Requirements:
- Must have fiber optic internet with at least 25 Mbps bandwidth
- Must have a backup desktop or laptop with the latest operating system
- Must be willing to work on a shifting schedule
- Must be amenable to reporting to our Makati and BGC office as needed
Vacancy posted a month ago
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