Service Desk Engineer - Manila

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

What we're looking for

While being on top of your game technically is obviously an essential attribute for this role, we are also looking for someone who has the following:

Technical Skills:

Basic Hardware Knowledge

• Troubleshooting desktops, laptops, peripherals (printers, monitors, etc.).
• Understanding of basic hardware components (RAM, HDD/SSD, CPUs).

Operating Systems (Windows & macOS Basics)

• Installing, configuring, and troubleshooting Windows 10/11.
• Basic macOS familiarity (for organizations using Apple devices).
• User account management (password resets, permissions).

Software Support

• Installing and troubleshooting common applications (MS Office, browsers, antivirus).
• Basic understanding of SaaS tools (e.g., Office 365, Google Workspace)
• Must have 3 - 5 years' experience as Service Desk Engineer
• Basic TCP/IP knowledge (IP addressing, DNS, DHCP).
• Troubleshooting connectivity issues (Wi-Fi, Ethernet, VPN).
• Familiarity with ping, tracer, ipconfig (basic network commands)
• Using remote desktop software (TeamViewer, Screen Connect, RMM)
• Ticketing systems (ConnectWise, Autotask).
• User account management (unlocking accounts, password resets)
• Group Policy awareness (basic understanding)
• Troubleshooting smartphones/tablets (iOS/Android).
• Email setup (Exchange, Gmail)
• Recognizing phishing attempts & malware risks.
• Basic antivirus troubleshooting
  
  

What to Expect in the Role

This role is for client specific only which include but are not limited to the following duties and responsibilities:

• Provide first-line technical support via phone, and ticketing system for Level 1 IT issues.
• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.
• Troubleshoot and resolve issues related to:
• Escalate complex or unresolved issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within agreed SLAs.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.
• Assist with client onboarding/offboarding (user setup, remote equipment provisioning).
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.
• Adhere to IT security policies and report potential risks (phishing, malware).
• Contribute to process improvements and knowledge sharing within the team.
• Other related duties as required.
  
  

New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

What we're looking for

While being on top of your game technically is obviously an essential attribute for this role, we are also looking for someone who has the following:

Technical Skills:

Basic Hardware Knowledge

• Troubleshooting desktops, laptops, peripherals (printers, monitors, etc.).
• Understanding of basic hardware components (RAM, HDD/SSD, CPUs).

Operating Systems (Windows & macOS Basics)

• Installing, configuring, and troubleshooting Windows 10/11.
• Basic macOS familiarity (for organizations using Apple devices).
• User account management (password resets, permissions).

Software Support

• Installing and troubleshooting common applications (MS Office, browsers, antivirus).
• Basic understanding of SaaS tools (e.g., Office 365, Google Workspace)
• Must have 3 - 5 years' experience as Service Desk Engineer
• Basic TCP/IP knowledge (IP addressing, DNS, DHCP).
• Troubleshooting connectivity issues (Wi-Fi, Ethernet, VPN).
• Familiarity with ping, tracer, ipconfig (basic network commands)
• Using remote desktop software (TeamViewer, Screen Connect, RMM)
• Ticketing systems (ConnectWise, Autotask).
• User account management (unlocking accounts, password resets)
• Group Policy awareness (basic understanding)
• Troubleshooting smartphones/tablets (iOS/Android).
• Email setup (Exchange, Gmail)
• Recognizing phishing attempts & malware risks.
• Basic antivirus troubleshooting
  
  

What to Expect in the Role

This role is for client specific only which include but are not limited to the following duties and responsibilities:

• Provide first-line technical support via phone, and ticketing system for Level 1 IT issues.
• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.
• Troubleshoot and resolve issues related to:
• Escalate complex or unresolved issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within agreed SLAs.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.
• Assist with client onboarding/offboarding (user setup, remote equipment provisioning).
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.
• Adhere to IT security policies and report potential risks (phishing, malware).
• Contribute to process improvements and knowledge sharing within the team.
• Other related duties as required.
  
  

New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/