Service Desk Engineer

Your EDGE Assignment/You Will

• Own first and second-level incident resolution across hardware, software, and network systems, ensuring SLAs are met and users are kept informed at every step.
• Manage device provisioning, configuration, and lifecycle for Windows and macOS endpoints — including OS deployment, application rollout via Intune, and hardware sourcing and asset management.
• Maintain and administer Active Directory and Microsoft 365 environments, including user onboarding and offboarding, access management, and ongoing account hygiene.
• Keep office infrastructure operational — networks, telephone systems, laptops, and peripherals — and escalate or coordinate vendor remediation when required.
• Execute system changes and upgrades in collaboration with the Technology Operations team, following documented change management procedures.
• Build and maintain technical documentation — standards, runbooks, and troubleshooting guides — that raise the floor for the entire support function.
• Manage vendor relationships for IT hardware and software procurement, coordinating sourcing, delivery, and issue resolution end-to-end.
• Serve as part of the 24/7 SOC rotation, handling security-related incidents and ensuring response actions are logged, tracked, and escalated appropriately.

Are you the one?

• 5+ years of experience in a service desk or IT support role within a global organisation, fintech, or large enterprise environment.
• Proven ability to administer and troubleshoot Windows and macOS environments across a distributed user base.
• Hands-on experience with Microsoft Defender, Microsoft 365 Suite, Active Directory, and Intune as core daily tooling — not just surface-level familiarity.
• Demonstrated experience managing user lifecycle processes — onboarding, offboarding, access provisioning — at scale and without dropping the ball.
• Solid working knowledge of ITIL practices and ticketing systems, with a track record of meeting and exceeding SLA targets.
• Experience with phone system management and end-user hardware procurement and asset tracking.
• Exposure to Security Operations Centre (SOC) workflows is a strong plus.
• Familiarity with Jamf for macOS device management is preferred, and experience administering VPN solutions is advantageous.
• Composed under pressure, with the ability to context-switch between a critical infrastructure fault and a routine user request without letting either slip.
• Methodical in documentation and follow-through — the kind of engineer who closes the loop, not just the ticket.

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training & certifications and soft skills development.
• Health and life insurance for employees along with 2 dependents.
• Generous time off, including 20 days of annual leave per year (incremental leave up to 25 days) and paid sick leave.
• Team-building experiences and corporate parties.

Axi's interview journey

• Talent Acquisition Interview (45 minutes)
• Technical Interview — General (60 minutes)

We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Philippines is Satellite Office. As part of our commitment to legal compliance, all Axi Philippines employees will be officially working under Satellite Office Philippines.

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment of any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritize creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.