Service Desk Engineer

Position Title: Service Desk Engineer (Level 1)

Schedule: 3:00 PM to 12:00 AM, Monday to Friday, PH time (1-hour unpaid break)

[…] is partnering with a leading managed services business to hire a Service Desk Engineer (Level 1) for its Philippines-based late shift. You will be the first point of contact for client users across Hong Kong, mainland China, and Singapore, resolving first-line issues and ensuring anything requiring escalation is clearly documented and handed over.

This is a hands-on role for someone who takes ownership, communicates clearly, and is comfortable working independently for part of the shift. You will work within an ISO 27001 and ISO 20000 certified service environment where accurate ticket handling, security, and service levels are essential.

You are self-reliant, methodical, and customer-focused. You troubleshoot calmly, keep users informed, know when to escalate, and take pride in accurate documentation and strong follow-through.

Your Responsibilities as a Service Desk Engineer (Level 1) would be:

• Act as the first point of contact for incidents and service requests raised during the late shift by ticket, email, or telephone.
• Log every contact in Zoho Desk with an accurate summary, category, priority, and client reference before work begins.
• Diagnose