Service Desk Engineer

About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client 

Our client is a well-established technology solutions provider specializing in network and connectivity platforms for enterprise and large-scale environments. They deliver secure, scalable, and high-performance solutions that support organizations in managing complex digital infrastructure and enhancing user experiences.

With a strong presence across international markets, the company works with a diverse portfolio of clients, offering innovative products and services that drive operational efficiency and business growth.

About the Role 

As Service Desk Engineer you will act as the first point of contact for the customer to report issues and faults relating to our product for support and services. The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.

Throughout this process you will remain the single point of contact with the customer during your shift, maintaining ownership and the main point of contact between the customer and the team, providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a position that calls for excellent customer service skills, the ability to articulate resolutions clearly and confidently to customers and a good level of technical knowledge of the products.

What You'll Do

• Involves providing client customers and partners with in-depth technical assistance in the use of our products and solutions.
• Cooperate with client sales and professional services teams to ensure ongoing customer success and satisfaction
• Form part of an on-call rotation order to guarantee 24x7x365 support to customers in shifts
• Participate in the maintenance of support documentation.

What You Bring

• Has experience working with Linux OS (1-2yrs).
• Experience in UNIX scripting is a plus.
• Networking experience exposure or CCNA certified is a plus.
• Resourceful with good analytical skills and the ability to perform systematic troubleshooting techniques.
• Good customer handling and communication skills.
• Comfortable in handling customers over the phone.
• Collaborative team player
• Self-motivated, highly responsible
• Able to work well under pressure
• Responsible and good work ethics

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·  Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

·  Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

·  Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

·  Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.