Service Desk Engineer

Satellite Office

Service Desk Engineer handling Level 1/2 IT support requests remotely for Virtuelle Group. Collaborating with Engineering and Cybersecurity teams to resolve technical issues.

Posted 5/19/2026full-timeRemote • 🇵🇭 PhilippinesJuniorWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Provide Level 1/2 remote support for incidents and service requests.
Ensure all calls, support interactions, and incident requests are logged accurately in the Service Desk system.
Respond to customer inquiries in a timely, professional manner.
Investigate and document incidents clearly and concisely.
Regularly update customers on progress and resolutions.
Deliver solutions within agreed service levels.
Take ownership of assigned Critical Incidents and prioritize accordingly.
Perform timely investigations and updates, including timestamps and customer interactions.
Execute required actions to resolve critical incidents.
Contribute to post-incident reports, identifying learnings and improvements.
Assist in identifying, triaging, and escalating potential cybersecurity threats or anomalies.
Provide first-level response for security-related incidents (e.g., phishing reports, account compromise, suspicious activity).
Support cybersecurity monitoring tools by flagging unusual behavior or patterns.
Follow established security protocols and contribute to maintaining cybersecurity best practices across customers.
Maintain confidentiality and integrity of customer data when handling incidents.
Ensure knowledge base articles and documentation are kept up to date.
Complete weekly timesheets accurately.
Attend and contribute to weekly team meetings and one-on-one sessions.
Continuously improve skills through training and certifications, including cybersecurity-related learning.
Work both independently and collaboratively to troubleshoot hardware and software issues.
Escalate matters to senior managers that may significantly impact the business or customer operations.
Coordinate with vendors when issues cannot be resolved internally.
Communicate to customers clearly, using terminology aligned with Virtuelle Group’s standards.
Perform other tasks that contribute to the overall success of Virtuelle Group.
Participate in rotational shift work to support Virtuelle’s operating hours (5 days per week).

Requirements

What you’ll need

Minimum one year of experience in an IT Service Desk or MSP environment.
Experience supporting Microsoft Windows environments and end-user computing.
Strong understanding of remote support tools and ticketing systems.
Excellent customer service and communication skills (written and verbal).
Demonstrated ability to deliver customer service excellence.
Cybersecurity exposure or experience is preferred, including familiarity with:
Basic threat detection and first-level triage
Email security tools (phishing, spam filtering)
Identity/security incident handling
Microsoft certifications are highly regarded.

Benefits

Comp & perks

Ongoing training and development opportunities
Dynamic and team-oriented culture
Wellness programs
Company-wide celebrations
Mentoring and support to help you reach your full potential

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

remote supportincident managementticketing systemsMicrosoft Windowscybersecuritythreat detectionemail securityidentity incident handlingfirst-level triagecustomer service

Soft Skills

communication skillscustomer service excellenceproblem-solvingteam collaborationownershipprofessionalismattention to detailtime managementadaptabilityconfidentiality

Certifications

Microsoft certifications