At a glance
- Experience
- 5+ years experience
- Location
- Philippines
About the role
- Axi is seeking a Service Desk Engineer to own the end-to-end technology experience for users in the Philippines region.
- This role involves managing device provisioning, maintaining office infrastructure, and ensuring first and second-level incident resolution across hardware, software, and network systems.
Responsibilities
- Own first and second-level incident resolution across hardware, software, and network systems, ensuring SLAs are met and users are kept informed at every step.
- Manage device provisioning, configuration, and lifecycle for Windows and macOS endpoints, including OS deployment, application rollout via Intune, and hardware sourcing and asset management.
- Maintain and administer Active Directory and Microsoft 365 environments, including user onboarding and offboarding, access management, and ongoing account hygiene.
- Keep office infrastructure operational, including networks, telephone systems, laptops, and peripherals, and escalate or coordinate vendor remediation when required.
- Execute system changes and upgrades in collaboration with the Technology Operations team, following documented change management procedures.
- Build and maintain technical documentation, such as standards, runbooks, and troubleshooting guides.
- Manage vendor relationships for IT hardware and software procurement, coordinating sourcing, delivery, and issue resolution end-to-end.
- Serve as part of the 24/7 SOC rotation, handling security-related incidents and ensuring response actions are logged, tracked, and escalated appropriately.
Requirements
- 5+ years of experience in a service desk or IT support role within a global organisation, fintech, or large enterprise environment.
- Proven ability to administer and troubleshoot Windows and macOS environments across a distributed user base.
- Hands-on experience with Microsoft Defender, Microsoft 365 Suite, Active Directory, and Intune as core daily tooling.
- Demonstrated experience managing user lifecycle processes like onboarding, offboarding, and access provisioning at scale.
- Solid working knowledge of ITIL practices and ticketing systems, with a track record of meeting and exceeding SLA targets.
- Experience with phone system management and end-user hardware procurement and asset tracking.
Preferred qualifications
- Exposure to Security Operations Centre (SOC) workflows
- Familiarity with Jamf for macOS device management
- Experience administering VPN solutions
Benefits
- Competitive and attractive compensation
- Professional training & certifications and soft skills development
- Health and life insurance for employees along with 2 dependents
- 20 days of annual leave per year with incremental leave up to 25 days
- Paid sick leave
- Team-building experiences and corporate parties
Workplace
- Designated Employer of Records (EOR) in Philippines is Satellite Office.
- All Axi Philippines employees will be officially working under Satellite Office Philippines.
Skills
- Windows
- macOS
- Intune
- Active Directory
- Microsoft 365
- Microsoft Defender
- Jamf
- ITIL
- VPN
