{"id":1787205,"url":"https://alion.io/job/boomering-service-desk-engineer","title":"Service Desk Engineer","company":{"id":3775652,"name":"Boomering","domain":"boomering.ph","url":"https://alion.io/company/boomering","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":79000,"period":"year","method":"global_role_seniority_cell","sample_n":814},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-10-03T17:29:49Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T15:14:42Z","board_verified":false,"closed_at":"2026-10-13T15:14:42Z","days_open":9,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":9},"description":"Position Title: Service Desk Engineer (Level 1)\nWork Set-up: Remote\nSalary: 25 to 30K\nSchedule: 3:00 PM to 12:00 AM, Monday to Friday, PH time (1-hour unpaid break)\nHolidays: Philippines\nAbout the Role\nBoomering 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.\nThis 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.\nAs a Service Desk Engineer (Level 1):\nYou 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.\nYour Responsibilities as a Service Desk Engineer (Level 1) would be:\nIncident & Request Handling\nAct as the first point of contact for incidents and service requests raised during the late shift by ticket, email, or telephone.\nLog every contact in Zoho Desk with an accurate summary, category, priority, and client reference before work begins.\nDiagnose and resolve first-line incidents wherever possible using remote support tools and the knowledge base.\nSet clear expectations and proactively keep users informed on progress, ownership, and next steps.\nTicket Management & Service Levels\nOwn your personal ticket queue and work to agreed response and resolution targets for each client.\nMonitor the shared queue and proactively pick up unassigned tickets.\nFlag tickets at risk of breaching service levels before a breach occurs.\nMaintain accurate ticket status, time entries, and resolution notes, and close tickets only after resolution is confirmed and documented.\nTechnical Support\nSupport 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.\nTroubleshoot Windows 10/11 and macOS endpoints, including operating system, application, profile, and performance issues.\nSupport mobile devices and endpoint management, including enrolment, compliance, and policy issues.\nPerform first-line troubleshooting for wireless connectivity, VPN, printing, DNS/DHCP and local connectivity issues.\nSupport common client business applications and coordinate with third-party vendors where required.\nHandle joiner, mover, and leaver requests in line with documented client processes.\nMonitoring, Escalation & Handover\nMonitor remote monitoring and management platforms and backup reporting, triaging and acting on alerts as they arise.\nEscalate infrastructure, security, backup, major incident, and out-of-scope issues promptly using documented escalation paths.\nProvide Level 2 or Level 3 engineers with complete handovers that clearly document troubleshooting performed and findings.\nTake the afternoon handover from the Hong Kong day team and produce a clear written end-of-shift handover for open and priority items.\nComplete scheduled end-of-shift checks and record the results.\nDocumentation, Security & Process\nCreate clear, reusable resolution notes and update knowledge base articles for recurring issues.\nMaintain accurate client documentation and report gaps or outdated information.\nFollow PTS service management processes and ISO 27001 and ISO 20000 controls, including client-specific verification procedures.\nHandle client information and credentials in line with information security policy and immediately report suspected security incidents.\nSupport audit requirements through complete and retrievable ticket evidence, and suggest improvements to service desk processes, tooling, and automation.\nExperience & Background\nAt least 1 to 2 years of experience in an IT service desk, help desk, or first-line technical support role; managed service provider or multi-client experience is preferred.\nExperience working to defined service levels within a ticketing system and supporting business users remotely.\nShift-work or extended-hours support experience is an advantage.\nRelevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, Microsoft 365 Certified Modern Desktop Administrator Associate, or ITIL Foundation are advantageous but not essential.\nSkills & Competencies\nWorking knowledge of Microsoft 365 administration at first-line level, including Active Directory and Entra ID account and group administration.\nConfident troubleshooting Windows 10 and Windows 11; macOS exposure is an advantage.\nUnderstanding of core networking concepts including IP addressing, DNS, DHCP, wireless, and VPN.\nFamiliarity with remote support, remote monitoring and management, and endpoint management tools.\nClear written and spoken English with a professional tone for corporate end users and senior client staff.\nMethodical troubleshooting, strong ticket ownership, sound escalation judgement, and the ability to learn new platforms quickly.\nWhy Join?\nThis opportunity is a genuine entry point into an internationally connected Managed Services team supporting business users across Asia. You will gain broad exposure to Microsoft 365, endpoint support, service management, monitoring, security processes, and multi-client technical environments while working alongside experienced Level 2 and Level 3 engineers.\nThe team values ownership, reliability, clear communication, disciplined service delivery, and continuous improvement. Structured onboarding is provided, with a clear progression route to Level 2 Service Desk Engineer and onward into infrastructure, Microsoft 365, or security specialisation based on demonstrated capability.\nYour love for Boomering will jump-start with these meaningful engagement activities and perks. Using the concepts and tools of EOS (Entrepreneurial Operating System), Boomering provides a fun, rewarding and stimulating environment where work-life balance meets a commitment to foster growth.\nGenuinely caring Leadership Team\nCompetitive salary package\nCompany-provided full set-up for desktop/laptop with a back-up internet\nFree pre-employment Medical Assessment (T&C apply)\nHMO on the first day of hire\n15 Vacation Leaves and 5 Sick Leaves\nAnnual Performance Reviews\nUnlimited Employee Referral Incentives\nEmployee Loan Facilities\nSocial Clubs and Interest Workshops\nCompany events where you get a chance to win amazing prizes and be rewarded for your outstanding performance.\nStatutory Benefits: Maternity, Paternity and Solo Parent Leaves, Magna Carta for Women, Retirement Benefits, OT, and Premium Pays\nAbout Boomering:\nBoomering is an ISO-certified, leading BPO company in Clark Freeport Zone, Pampanga.\nOur mission to Enrich Client and Staff Lives through Simple and Smart Offshoring Solutions and our S.T.E.P. Core Values (Service, Transparency, Excellence and Partnership) are the framers of our continuing success.\nProviding equal opportunities and collaborative culture of excellence, Boomering is not just your average BPO. We are here to make a difference.\nFuture-proof your career and pursue your passion with Boomering! We want career thrill-seekers who are committed to growth as much as we are.\nWebsite: www. boomering.ph\nCareer Portal: https://boomering.zohorecruit.com/jobs/Careers\nFacebook and LinkedIn: Boomering Inc.; Boomering Careers\nThis is a remote position.","description_format":"text","description_chars":7668,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Company events"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Accounting & Bookkeeping Services"],"lifecycle":[{"event":"open","at":"2026-10-03T17:29:49Z"},{"event":"close","at":"2026-10-13T15:14:42Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/boomering-service-desk-engineer","json_url":"https://alion.io/job/boomering-service-desk-engineer.json","meta":{"generated_at":"2026-10-13T16:23:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24928,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3775652},"rest":"https://alion.io/mcp/rest/get_company?id=3775652"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fboomering-service-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fboomering-service-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fboomering-service-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/boomering-service-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fboomering-service-desk-engineer"}]}