Service Desk Engineer

About the role

Axi, a global provider of margin and deliverable foreign exchange, CFDs and financial spread betting, is looking for a Service Desk Engineer for its Philippines team. The role owns the end-to-end technology experience for Axi users in the region, from the devices they use each morning to the infrastructure that keeps the business connected across time zones. It is not a queue-clearing role: it requires ownership, technical depth and the judgment to triage and resolve issues before they become problems for the business.

Key responsibilities

• Resolve first and second-level incidents across hardware, software and network systems, meeting SLAs and keeping users informed.
• Manage device provisioning, configuration and lifecycle for Windows and macOS endpoints, including OS deployment, application rollout via Intune, hardware sourcing and asset management.
• Maintain Active Directory and Microsoft 365, including user onboarding and offboarding, access management and account hygiene.
• Keep office infrastructure (networks, telephone systems, laptops, peripherals) operational and coordinate vendor remediation when needed.
• Carry out system changes and upgrades with the Technology Operations team, following documented change management procedures.
• Build and maintain technical documentation such as standards, runbooks and troubleshooting guides.
• Manage vendor relationships for IT hardware and software procurement, from sourcing to delivery and issue resolution.
• Take part in the 24/7 SOC rotation, handling security-related incidents and making sure responses are logged, tracked and escalated.

Required profile

• 5+ years of experience in a service desk or IT support role within a global organisation, fintech or large enterprise.
• Proven ability to administer and troubleshoot Windows and macOS environments across a distributed user base.
• Demonstrated experience managing user lifecycle processes (onboarding, offboarding, access provisioning) at scale.
• Solid working knowledge of ITIL practices and ticketing systems, with a track record of meeting or exceeding SLAs.
• Experience with phone system management, end-user hardware procurement and asset tracking.
• Ability to stay composed under pressure and switch context between critical faults and routine requests.

Required skills

• Microsoft Defender, Microsoft 365, Active Directory and Intune as core daily tools.
• Preferred: Jamf for macOS device management and VPN administration.
• Strong plus: exposure to SOC workflows.

What we offer

• Competitive and attractive compensation.
• Professional training and certifications, and soft skills development.
• Health and life insurance for employees and two dependents.
• 20 days of annual leave per year (up to 25 days) and paid sick leave.
• Team-building events and corporate parties.