Service Desk (Afterhours)

Category: Information & Technology

Location:

Position Title: Service Desk Engineer (Level 1)
Work Set-up: Remote
Salary: 25 to 30K
Schedule: 3:00 PM to 12:00 AM, Monday to Friday, PH time (1-hour unpaid break)
Holidays: Philippines

About the Role
Boomering 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.

As a Service Desk Engineer (Level 1):
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:

Incident & Request Handling
• 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 and resolve first-line incidents wherever possible using remote support tools and the knowledge base.
• Set clear expectations and proactively keep users informed on progress, ownership, and next steps.

Ticket Management & Service Levels
• Own your personal ticket queue and work to agreed response and resolution targets for each client.
• Monitor the shared queue and proactively pick up unassigned tickets.
• Flag tickets at risk of breaching service levels before a breach occurs.
• Maintain accurate ticket status, time entries, and resolution notes, and close tickets only after resolution is confirmed and documented.

Technical Support
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID, covering account creation, licensing, password and MFA resets, mailbox permissions, and distribution lists.
• Troubleshoot Windows 10/11 and macOS endpoints, including operating system, application, profile, and performance issues.
• Support mobile devices and endpoint management, including enrolment, compliance, and policy issues.
• Perform first-line troubleshooting for wireless connectivity, VPN, printing, DNS/DHCP and local connectivity issues.
• Support common client business applications and coordinate with third-party vendors where required.
• Handle joiner, mover, and leaver requests in line with documented client processes.

Monitoring, Escalation & Handover
• Monitor remote monitoring and management platforms and backup reporting, triaging and acting on alerts as they arise.
• Escalate infrastructure, security, backup, major incident, and out-of-scope issues promptly using documented escalation paths.
• Provide Level 2 or Level 3 engineers with complete handovers that clearly document troubleshooting performed and findings.
• Take the afternoon handover from the Hong Kong day team and produce a clear written end-of-shift handover for open and priority items.
• Complete scheduled end-of-shift checks and record the results.

Documentation, Security & Process
• Create clear, reusable resolution notes and update knowledge base articles for recurring issues.
• Maintain accurate client documentation and report gaps or outdated information.
• Follow PTS service management processes and ISO 27001 and ISO 20000 controls, including client-specific verification procedures.
• Handle client information and credentials in line with information security policy and immediately report suspected security incidents.
• Support