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Service Desk (Afterhours)
Job Location:
Job Location:
Angeles - Philippines
Monthly Salary:
PHP 25 - 30
Monthly Salary:
Posted:
12 September 2026 (3 days ago)
Posted:
Application Deadline:
10 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
This is a remote position.
Position Title: Service Desk Engineer (Level 1)
Work Set-up: Remote
Salary: 25 to 30K
Schedule: 3:00 PM to 12:00 AM Monday to Friday PH time (1-hour unpaid break)
Holidays: Philippines
About the Role
Boomering is partnering with a leading managed services business to hire a Service Desk Engineer (Level 1) for its Philippines-based late shift. You will be the first point of contact for client users across Hong Kong mainland China and Singapore resolving first-line issues and ensuring anything requiring escalation is clearly documented and handed over.
This is a hands-on role for someone who takes ownership communicates clearly and is comfortable working independently for part of the shift. You will work within an ISO 27001 and ISO 20000 certified service environment where accurate ticket handling security and service levels are essential.
As a Service Desk Engineer (Level 1):
You are self-reliant methodical and customer-focused. You troubleshoot calmly keep users informed know when to escalate and take pride in accurate documentation and strong follow-through.
Your Responsibilities as a Service Desk Engineer (Level 1) would be:
Incident & Request Handling
Act as the first point of contact for incidents and service requests raised during the late shift by ticket email or telephone.
Log every contact in Zoho Desk with an accurate summary category priority and client reference before work begins.
Diagnose and resolve first-line incidents wherever possible using remote support tools and the knowledge base.
Set clear expectations and proactively keep users informed on progress ownership and next steps.
Ticket Management & Service Levels
Own your personal ticket queue and work to agreed response and resolution targets for each client.
Monitor the shared queue and proactively pick up unassigned tickets.
Flag tickets at risk of breaching service levels before a breach occurs.
Maintain accurate ticket status time entries and resolution notes and close tickets only after resolution is confirmed and documented.
Technical Support
Support Microsoft 365 services including Exchange Online Teams SharePoint OneDrive and Entra ID covering account creation licensing password and MFA resets mailbox permissions and distribution lists.
Troubleshoot Windows 10/11 and macOS endpoints including operating system application profile and performance issues.
Support mobile devices and endpoint management including enrolment compliance and policy issues.
Perform first-line troubleshooting for wireless connectivity VPN printing DNS/DHCP and local connectivity issues.
Support common client business applications and coordinate with third-party vendors where required.
Handle joiner mover and leaver requests in line with documented client processes.
Monitoring Escalation & Handover
Monitor remote monitoring and management platforms and backup reporting triaging and acting on alerts as they arise.
Escalate infrastructure security backup major incident and out-of-scope issues promptly using documented escalation paths.
Provide Level 2 or Level 3 engineers with complete handovers that clearly document troubleshooting performed and findings.
Take the afternoon handover from the Hong Kong day team and produce a clear written end-of-shift handover for open and priority items.
Complete scheduled end-of-shift checks and record the results.
Documentation Security & Process
Create clear reusable resolution notes and update knowledge base articles for recurring issues.
Maintain accurate client documentation and report gaps or outdated information.
Follow PTS service management processes and ISO 27001 and ISO 20000 controls including client-specific verification procedures.
Handle client information and credentials in line with information security policy and immediately report suspected security incidents.
Support audit requirements through complete and retrievable ticket evidence and suggest improvements to service desk processes tooling and automation.
Experience & Background
At least 1 to 2 years of experience in an IT service desk help desk or first-line technical support role; managed service provider or multi-client experience is preferred.
Experience working to defined service levels within a ticketing system and supporting business users remotely.
Shift-work or extended-hours support experience is an advantage.
Relevant certifications such as CompTIA A Microsoft 365 Fundamentals Microsoft 365 Certified Modern Desktop Administrator Associate or ITIL Foundation are advantageous but not essential.
Skills & Competencies
Working knowledge of Microsoft 365 administration at first-line level including Active Directory and Entra ID account and group administration.
Confident troubleshooting Windows 10 and Windows 11; macOS exposure is an advantage.
Understanding of core networking concepts including IP addressing DNS DHCP wireless and VPN.
Familiarity with remote support remote monitoring and management and endpoint management tools.
Clear written and spoken English with a professional tone for corporate end users and senior client staff.
Methodical troubleshooting strong ticket ownership sound escalation judgement and the ability to learn new platforms quickly.
Why Join
This opportunity is a genuine entry point into an internationally connected Managed Services team supporting business users across Asia. You will gain broad exposure to Microsoft 365 endpoint support service management monitoring security processes and multi-client technical environments while working alongside experienced Level 2 and Level 3 engineers.
The team values ownership reliability clear communication disciplined service delivery and continuous improvement. Structured onboarding is provided with a clear progression route to Level 2 Service Desk Engineer and onward into infrastructure Microsoft 365 or security specialisation based on demonstrated capability.
Your love for Boomering will jump-start with these meaningful engagement activities and perks. Using the concepts and tools of EOS (Entrepreneurial Operating System) Boomering provides a fun rewarding and stimulating environment where work-life balance meets a commitment to foster growth.
Genuinely caring Leadership Team
Competitive salary package
Company-provided full set-up for desktop/laptop with a back-up internet
Free pre-employment Medical Assessment (T&C apply)
HMO on the first day of hire
15 Vacation Leaves and 5 Sick Leaves
Annual Performance Reviews
Unlimited Employee Referral Incentives
Employee Loan Facilities
Social Clubs and Interest Workshops
Company events where you get a chance to win amazing prizes and be rewarded for your outstanding performance.
Statutory Benefits: Maternity Paternity and Solo Parent Leaves Magna Carta for Women Retirement Benefits OT and Premium Pays
About Boomering:
Boomering is an ISO-certified leading BPO company in Clark Freeport Zone Pampanga.
Our mission to Enrich Client and Staff Lives through Simple and Smart Offshoring Solutions and our S.T.E.P. Core Values (Service Transparency Excellence and Partnership) are the framers of our continuing success.
Providing equal opportunities and collaborative culture of excellence Boomering is not just your average BPO. We are here to make a difference.
Future-proof your career and pursue your passion with Boomering! We want career thrill-seekers who are committed to growth as much as we are.
Website:
Career Portal:
Facebook and LinkedIn: Boomering Inc.; Boomering Careers
Work Set-up: Remote
Salary: 25 to 30K
Schedule: 3:00 PM to 12:00 AM Monday to Friday PH time (1-hour unpaid break)
Holidays: Philippines
About the Role
Boomering is partnering with a leading managed services business to hire a Service Desk Engineer (Level 1) for its Philippines-based late shift. You will be the first point of contact for client users across Hong Kong mainland China and Singapore resolving first-line issues and ensuring anything requiring escalation is clearly documented and handed over.
This is a hands-on role for someone who takes ownership communicates clearly and is comfortable working independently for part of the shift. You will work within an ISO 27001 and ISO 20000 certified service environment where accurate ticket handling security and service levels are essential.
As a Service Desk Engineer (Level 1):
You are self-reliant methodical and customer-focused. You troubleshoot calmly keep users informed know when to escalate and take pride in accurate documentation and strong follow-through.
Your Responsibilities as a Service Desk Engineer (Level 1) would be:
Incident & Request Handling
Act as the first point of contact for incidents and service requests raised during the late shift by ticket email or telephone.
Log every contact in Zoho Desk with an accurate summary category priority and client reference before work begins.
Diagnose and resolve first-line incidents wherever possible using remote support tools and the knowledge base.
Set clear expectations and proactively keep users informed on progress ownership and next steps.
Ticket Management & Service Levels
Own your personal ticket queue and work to agreed response and resolution targets for each client.
Monitor the shared queue and proactively pick up unassigned tickets.
Flag tickets at risk of breaching service levels before a breach occurs.
Maintain accurate ticket status time entries and resolution notes and close tickets only after resolution is confirmed and documented.
Technical Support
Support Microsoft 365 services including Exchange Online Teams SharePoint OneDrive and Entra ID covering account creation licensing password and MFA resets mailbox permissions and distribution lists.
Troubleshoot Windows 10/11 and macOS endpoints including operating system application profile and performance issues.
Support mobile devices and endpoint management including enrolment compliance and policy issues.
Perform first-line troubleshooting for wireless connectivity VPN printing DNS/DHCP and local connectivity issues.
Support common client business applications and coordinate with third-party vendors where required.
Handle joiner mover and leaver requests in line with documented client processes.
Monitoring Escalation & Handover
Monitor remote monitoring and management platforms and backup reporting triaging and acting on alerts as they arise.
Escalate infrastructure security backup major incident and out-of-scope issues promptly using documented escalation paths.
Provide Level 2 or Level 3 engineers with complete handovers that clearly document troubleshooting performed and findings.
Take the afternoon handover from the Hong Kong day team and produce a clear written end-of-shift handover for open and priority items.
Complete scheduled end-of-shift checks and record the results.
Documentation Security & Process
Create clear reusable resolution notes and update knowledge base articles for recurring issues.
Maintain accurate client documentation and report gaps or outdated information.
Follow PTS service management processes and ISO 27001 and ISO 20000 controls including client-specific verification procedures.
Handle client information and credentials in line with information security policy and immediately report suspected security incidents.
Support audit requirements through complete and retrievable ticket evidence and suggest improvements to service desk processes tooling and automation.
Experience & Background
At least 1 to 2 years of experience in an IT service desk help desk or first-line technical support role; managed service provider or multi-client experience is preferred.
Experience working to defined service levels within a ticketing system and supporting business users remotely.
Shift-work or extended-hours support experience is an advantage.
Relevant certifications such as CompTIA A Microsoft 365 Fundamentals Microsoft 365 Certified Modern Desktop Administrator Associate or ITIL Foundation are advantageous but not essential.
Skills & Competencies
Working knowledge of Microsoft 365 administration at first-line level including Active Directory and Entra ID account and group administration.
Confident troubleshooting Windows 10 and Windows 11; macOS exposure is an advantage.
Understanding of core networking concepts including IP addressing DNS DHCP wireless and VPN.
Familiarity with remote support remote monitoring and management and endpoint management tools.
Clear written and spoken English with a professional tone for corporate end users and senior client staff.
Methodical troubleshooting strong ticket ownership sound escalation judgement and the ability to learn new platforms quickly.
Why Join
This opportunity is a genuine entry point into an internationally connected Managed Services team supporting business users across Asia. You will gain broad exposure to Microsoft 365 endpoint support service management monitoring security processes and multi-client technical environments while working alongside experienced Level 2 and Level 3 engineers.
The team values ownership reliability clear communication disciplined service delivery and continuous improvement. Structured onboarding is provided with a clear progression route to Level 2 Service Desk Engineer and onward into infrastructure Microsoft 365 or security specialisation based on demonstrated capability.
Your love for Boomering will jump-start with these meaningful engagement activities and perks. Using the concepts and tools of EOS (Entrepreneurial Operating System) Boomering provides a fun rewarding and stimulating environment where work-life balance meets a commitment to foster growth.
Genuinely caring Leadership Team
Competitive salary package
Company-provided full set-up for desktop/laptop with a back-up internet
Free pre-employment Medical Assessment (T&C apply)
HMO on the first day of hire
15 Vacation Leaves and 5 Sick Leaves
Annual Performance Reviews
Unlimited Employee Referral Incentives
Employee Loan Facilities
Social Clubs and Interest Workshops
Company events where you get a chance to win amazing prizes and be rewarded for your outstanding performance.
Statutory Benefits: Maternity Paternity and Solo Parent Leaves Magna Carta for Women Retirement Benefits OT and Premium Pays
About Boomering:
Boomering is an ISO-certified leading BPO company in Clark Freeport Zone Pampanga.
Our mission to Enrich Client and Staff Lives through Simple and Smart Offshoring Solutions and our S.T.E.P. Core Values (Service Transparency Excellence and Partnership) are the framers of our continuing success.
Providing equal opportunities and collaborative culture of excellence Boomering is not just your average BPO. We are here to make a difference.
Future-proof your career and pursue your passion with Boomering! We want career thrill-seekers who are committed to growth as much as we are.
Website:
Career Portal:
Facebook and LinkedIn: Boomering Inc.; Boomering Careers
