IT Engineer (Philippines Remote)

The primary focus of this role is to provide high-quality Level 1 and Level 2 technical support to Turnitin employees, ensuring timely resolution of incidents and service requests across the corporate IT environment. The IT Service Desk Engineer is responsible for delivering an excellent employee experience, troubleshooting hardware and software issues, maintaining accurate documentation, and identifying opportunities to improve and automate the services provided by the IT Service Desk. Working as part of a global IT Service Desk team and reporting to the IT Service Desk Manager, the role will provide hands-on technical support across Turnitin's end-user technology environment, while collaborating with Corporate IT Engineering, Security, IT Operations and other teams to resolve complex issues and continuously improve IT services. Key Responsibilities and Outputs: Provide Level 1 and Level 2 technical support to Turnitin employees across the corporate IT environment. Respond to incidents, service requests and user enquiries through approved IT Service Desk channels, ensuring tickets are managed and resolved within agreed service levels. Troubleshoot and resolve hardware, software, operating system, network, application and access-related issues. Provide support for company-managed Mac and Windows devices, including device configuration, software installation, troubleshooting and general end-user support. Support user access, account and application-related requests in accordan