Service Desk Engineer

About the Client

Arraya Solutions is a trusted, full-service IT consulting and managed services provider committed to empowering organizations with customized, high-performance technology solutions. Since its founding in 1999, Arraya has combined deep technical expertise with a white-glove, relationship-driven approach to deliver tailored digital transformation.

Key Responsibilities

• Field support calls
  
• Deliver professional, friendly, and effective customer service via phone, chat, and email.
  
• Provide support for Windows, macOS, and mobile devices
  
• Identify and organize tickets according to priority
  
• Provide support in handling Incident Management calls
  
• Primarily remote technical support
  
• Hardware and software incident remediation
  
• Troubleshoot and resolve MS Azure incidents and requests
  
• Account provisioning and administration
  
• Hardware configuration and repair
  
• Actively manage assigned work in the ticketing system, including timely and meaningful updates
  
• Support network printing devices
  
• Troubleshoot and resolve tickets related to VPN and MFA issues
  
• Resolve network issues using knowledge of IP addressing, subnetting, and TCP/IP
  
• Assist with maintaining an accurate Service Desk knowledge base (IT Glue)
  
• Assist management with projects as assigned
  

Requirements

At least 3–5 years of experience with the following:

• Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
  
• Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications
  
• Experience troubleshooting Microsoft Office 365 and Office applications
  
• Familiarity with SharePoint and Exchange
  
• Experience with monitoring solutions, such as NinjaOne.
  
• Familiarity with network topologies and troubleshooting,
  
• Ability to read, comprehend, and follow instructions either from Team Leader/Director
  
• Has experience creating and updating knowledge base articles
  
• Strong customer service skills
  
• Attention to detail
  
• Excellent verbal and written communication skills
  

Other Experience:

• Experience working in an MSP environment with multiple customers
  
• Experience working with Autotask and Thread is plus
  
• ITIL fundamentals are a plus
  
• Microsoft certifications are a plus
  

Additional Requirements:

• Must have fiber optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest operating system
  
• Must be willing to work on a shifting schedule
  
• Must be amenable to reporting to our Makati and BGC office as needed