3rd Line Service Desk Engineer
Sourcefit
full-time
Posted on:
Location Type: Hybrid
Location: Quezon City • Philippines
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About the role
- Handle high-priority and technically complex escalations
- Perform in-depth diagnostics and deliver long-term fixes
- Lead root cause analysis and propose improvements
- Mentor and support First and Second Line Engineers
- Review escalated tickets for quality and compliance
- Collaborate with Senior Infrastructure Engineers
- Develop and maintain Knowledge Base documentation
- Maintain accurate system and procedure documentation
- Engage with clients on critical issues
- Communicate advanced technical concepts to non-technical stakeholders
- Monitor recurring issues and recommend changes
Requirements
- Strong communication and analytical skills
- Proven ability to work through complex problems
- Confident communicator across multiple channels
- Excellent organizational skills
- Commitment to meeting SLAs
- Proactive learner with a passion for technology
- Willingness to pursue relevant certifications
- Experience with Halo PSA, Datto RMM, and Backupify is nice to have
- Strong understanding of ITIL practices and security fundamentals is an advantage
Benefits
- Hybrid work arrangement
- UK holidays observance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
root cause analysisin-depth diagnosticslong-term fixesescalation handlingticket reviewsystem documentationprocedure documentationknowledge base developmentITIL practicessecurity fundamentals
Soft Skills
strong communication skillsanalytical skillsorganizational skillsproactive learnerconfident communicatorproblem-solvingmentoringcollaborationclient engagementtechnical communication