Centralized Services Engineer (Tier 1, Tier 2 Helpdesk)

THE ROLE

Our client is looking for a Centralized Services Engineer (Tier 1, Tier 2 Helpdesk) who will provide remote support to their IT Managed Services business during off-business hours. This role is essential for maintaining a commitment to excellent service delivery around the clock. He/she will monitor alerts, manage proactive support tasks, and handle tier 1 and tier 2 on-call support tickets.

SCHEDULE: TBD, follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Monitor and respond to alerts generated by monitoring systems during assigned off-hours, ensuring quick resolution or escalation.

·       Perform basic troubleshooting and diagnostics for tier 1 and tier 2 service issues remotely, following established procedures

·       Take ownership of new tickets, perform initial assessment, and triage, and assign them to the appropriate support tier if escalation is necessary

·       Maintain communication with the onshore team to ensure seamless service delivery and handover

·       Participate in the on-call rotation, providing after-hours support to resolve urgent and critical incidents

·       Document all incident resolutions within the company's ticketing system, ensuring clear and concise reporting

·       Manage system backups, patching, and other proactive maintenance tasks as scheduled

·       Keep abreast of all updated support documentation and standard operating procedures

QUALIFICATIONS

·       A Bachelor’s degree in information technology, computer science, or a relevant field

·       Proven experience as a Centralized Services Engineer or similar support role

·       Experience working with remote monitoring and management tools

·       Strong understanding of IT support processes and service desk operations

·       Excellent problem-solving skills and the ability to diagnose and resolve technical issues

·       Able to provide reliable and effective support, ensuring high levels of customer satisfaction

·       Able to maintain a high level of responsiveness and communication during off-hours

·       Can demonstrate the ability to work independently and manage time effectively

·       Able to uphold security protocols when accessing and managing sensitive client data remotely

·       Strong command of English with excellent written and verbal communication skills