Technical Support Engineer (Cebu based)

DUTIES AND RESPONSIBILITIES:

• Monitor the availability, utilization, performance, and health of all managed Network, Security, Compute, Storage, ADC, connectivity, and monitoring systems on a 24x7 basis. Escalate any outage, degradation, or security event within the agreed SLA timelines.
• Detect, log, classify, and escalate incidents and service requests in accordance with the RACI Matrix. Coordinate with the client, internal support teams, and third-party providers based on defined Responsible, Accountable, Consulted, and Informed roles. Provide status updates during active incidents and submit complete Service/Incident Reports, including root cause analysis, within the prescribed SLA.
• Provision, configure, manage, and decommission Virtual Machines and related resources upon client request, ensuring compliance with approved change management procedures, capacity requirements, security standards, monitoring integration, and documentation updates.
• Maintain accurate inventories, licenses, configurations, diagrams, and asset records for all physical and virtual components, including regular configuration backups and validation.
• Provide 24x7 on-site and remote operational support, including troubleshooting, patching, firmware upgrades, hardware replacement coordination, preventive maintenance, environmental checks, and support for DR, IBCE, and approved migration activities.
• Ensure compliance with client security and operational policies, including secure access management, log forwarding to the client’s monitoring and MSOC platforms, and immediate escalation of security-related incidents.
• Support SLA reporting and governance by contributing to required Daily, Monthly, and Quarterly reports, as well as participating in performance reviews and continuous improvement initiatives.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field.

• At least 2–3 years of experience in technical support, network operations, infrastructure support, systems administration, or a similar role.

• Strong knowledge of networking and IT infrastructure.

• Hands-on experience troubleshooting enterprise IT and network environments.

• Good understanding of:

  • TCP/IP
  • DNS and DHCP
  • VLANs and routing
  • LAN/WAN technologies
  • Network connectivity and performance troubleshooting
  • Windows and/or Linux environments
  • Basic server and infrastructure concepts

• Strong analytical, troubleshooting, and problem-solving skills.

• Good communication and coordination skills.

• Ability to work independently and manage multiple incidents based on priority and SLA requirements.

• Customer-oriented, with the ability to work effectively with both technical and non-technical stakeholders.

• Willingness to participate in on-call support and provide after-hours support when requiredWilling to be temporarily assigned or deployed to other client sites as required.