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Axi is a leading global fintech brokerage offering margin and deliverable foreign exchange, CFDs, and financial spread betting. The company operates across six regions with a focus on delivering comprehensive trading technology and end-to-end user experience.
As a Service Desk Engineer based in the Philippines, you will be the operational backbone for Axi's globally distributed workforce in the region. This is a high-ownership role that goes beyond ticket clearing—you will manage the complete technology experience for Axi users, from endpoint devices to regional infrastructure connectivity.
Key responsibilities include:
- Own first and second-level incident resolution across hardware, software, and network systems, meeting SLAs and keeping users informed throughout resolution
- Manage device provisioning, configuration, and lifecycle for Windows and macOS endpoints, including OS deployment, application rollout via Intune, hardware sourcing, and asset management
- Administer Active Directory and Microsoft 365 environments, handling user onboarding/offboarding, access management, and account hygiene
- Maintain office infrastructure including networks, telephone systems, laptops, and peripherals; coordinate vendor remediation when needed
- Execute system changes and upgrades in collaboration with Technology Operations, following documented change management procedures
- Build and maintain technical documentation including standards, runbooks, and troubleshooting guides
- Manage vendor relationships for IT hardware and software procurement, coordinating sourcing, delivery, and issue resolution end-to-end
- Participate in 24/7 SOC rotation, handling security-related incidents with proper logging, tracking, and escalation
Requirements:
- 5+ years of experience in service desk or IT support roles within global organizations, fintech, or large enterprise environments
- Proven ability to administer and troubleshoot Windows and macOS environments across distributed user bases
- Hands-on experience with Microsoft Defender, Microsoft 365 Suite, Active Directory, and Intune as core daily tools (not surface-level)
- Demonstrated experience managing user lifecycle processes (onboarding, offboarding, access provisioning) at scale
- Solid working knowledge of ITIL practices and ticketing systems with track record of meeting/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 preferred; VPN administration experience advantageous
- Ability to remain composed under pressure and context-switch between critical infrastructure faults and routine requests
- Methodical in documentation and follow-through, closing loops properly
