IT Systems Engineer

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

The IT Systems Support Engineer is a key part of the service framework providing end-to-end management of tickets and service requests reported by the customer.

Work Arrangement: Onsite in Technology Elite, Clark Pampanga

Work Shift: Friday - Monday (4x11) 7:00PM-6:00AM PHT

About the Job

KEY RESPONSIBILITIES:

• Manage Tickets and Requests
• Receive and record all calls from our customers.
• Provide initial assessment of all Tickets, attempt first-time resolution, and /or escalation.
• Assist with customer onboarding projects and migrations.
• Monitor and escalate Tickets according to the customer’s SLA
• Keep users informed on the status and progress of their Tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

Your Qualification

• Experience 5+ years’ experience, multi-faceted IT support roles.

• Previous MSP experience essential

• Azure infrastructure and design and implementation knowledge

• Understanding of Group Policy/ADMX within Intune/Endpoint Manager

• Good practical experience of Intune and device management/compliance

• Excellent understanding and practical of public DNS records

• Understanding of best practice security principles

• Deployment of applications using third-party tools – SCCM or other RMM application

• Understanding of SCIM and SSO with Azure AD

• Good understanding and practical experience of backup best practices and restore processes.

• Strong knowledge of the following vendor services extremely beneficial: Mimecast, ProofPoint, Cisco Duo, Exclaimer, Dropsuite, KnowBe4, Datto RMM, Windows Hello for Business, Acronis, Azure IaaS, Azure Backup, Azure Site Recovery.

• Good working knowledge of networks, switching, routing and traffic management

• PowerShell scripting and use for administration and automation

• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.

• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience is a plus.

• Good working knowledge of networks, routing & switching

• Customer-focused, with an analytical approach with good questioning & listening skills

• Excellent verbal and written communication skills suitable for an international audience

• A confident team player with a positive can-do attitude

• Fanatical attention to detail

• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)

• Dependable, hardworking and self-motivated.

• Current Microsoft Certifications in AZ or MS tracks, preferably to ‘expert’ level.

• Nice to have:

  • Deep Microsoft 365 troubleshooting
  • Networking + cloud combined knowledge
  • Strong documentation and client communication

Job Offer

• Free relocation accommodation of up to 4 weeks for those relocating near Technology Elite Office*

• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)

• HMO coverage for employee +1 FREE dependent on the first day of employment

  • +1 additional FREE dependent per successful year of tenure (up to five (5) years)
  • We provide Relocation Salary Loan assistance*
  • Tenure Incentive Program*

• Referral Bonus of up to Php20,000.00*

• ALL government mandated benefits

*Terms and conditions apply