Executive Search Firm Monroe Consulting Group Philippines is recruiting on behalf of a regional IT Management Solutions Provider.
Service Desk Engineer
The Service Desk Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. The Service Desk Engineer provides Tier 1 support and serves as the first point of escalation for IT infrastructure incidents involving clients, customers, service providers, internal support, and external vendors.
This position ensures organized communication, issue triage, and resolution for customers encountering product or service-related issues, as well as internal operational challenges. The Service Desk Engineer also understands software implementation and standard operating environment processes.
Duties & Responsibilities
Service Desk and Support
- Provides direct first-level support via telephone, email, web, or other means, such as:
- Answering RFIs
- Application navigation
- Onsite and remote assistance
- Initial troubleshooting using the knowledge base (KB) as reference
- Password resets and ticket routing
- Escalation to Level 2, Level 3, and principal partners when required
- Monitors premium hours spent and manages renewals of managed support and services.
- Logs, updates, and tracks incident reports and service requests; highlights recurrence of incidents of the same nature.
- Ensures follow-ups and service delivery for logged requests.
- Configures and maintains the service desk system, providing access management.
- Coordinates with principal partners and technical managers for Level 3 and Level 4 support for incident management.
- Interprets schematics to determine the best solutions for incidents and requests for changes.
Responsibilities Specific to NetSuite
- Supports NetSuite users by resolving login issues and troubleshooting navigation and application errors.
- Provides assistance with NetSuite configurations and setups, ensuring smooth software operation.
- Tracks and escalates complex NetSuite-related incidents to Level 2 or Level 3 technical support.
- Coordinates with NetSuite specialists or vendors for unresolved tickets requiring in-depth troubleshooting.
- Documents solutions for common NetSuite issues to expand the service desk knowledge base.
