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