Technical Support Engineer | On-site

Join our CP360 Family, today!

From Maple Leaf to Cebu: Proudly Cebuano, Uniquely Canadian
Join Our Canadian-Inspired Team in Cebu: Embrace Excellence Together!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Visit our website for more information: https://contactpoint360.com/

Job Summary Purpose:

Technical Support Engineer

We are looking for a Technical Support Engineer to support customers using PRTG Network Monitor. You will serve as the first point of contact for IT professionals, helping them troubleshoot issues, configure monitoring environments, and optimize performance.

This role focuses on 1st to 2nd level support, covering everything from setup to more advanced monitoring scenarios.

---

Key Responsibilities

• Provide technical support via tickets, chat, and phone
• Troubleshoot and resolve PRTG issues (sensors, alerts, performance, configuration)
• Assist with installation and configuration of PRTG core server and remote probes
• Set up and manage devices, groups, sensors, and auto-discovery
• Work with monitoring protocols such as SNMP, WMI, SSH, and TCP/IP/UDP
• Configure sensor thresholds, triggers, dependencies, and alerting
• Set up and troubleshoot notifications and escalation workflows
• Create and support dashboards, reports, and visualizations (maps)
• Analyze logs, SNMP traps, syslog, and system data to identify issues
• Support monitoring across networks, servers, cloud, and virtualization environments
• Assist with advanced monitoring features and integrations
• Escalate complex issues with clear documentation and findings
• Collaborate with global teams and contribute to knowledge base content
• Ensure a high-quality customer experience through clear communication

---

Required Qualifications

• Bachelor’s degree in IT or related field (or equivalent experience)

• 3+ years in Network Monitoring Support, system administration

• Understanding of network monitoring protocols

• Knowledge of TCP/UDP/IP, SNMP, WMI

• Hands-on experience in Network Monitoring Tool

• Experience in a ticketing/support environment (Zendesk, ServiceNow, Jira, etc.)

• Hands-on experience with monitoring tools (PRTG, Nagios, Zabbix, SolarWinds)

• Familiarity with Windows Server and IT infrastructure

• Strong troubleshooting and analytical skills

• Ability to analyze logs and monitoring data

• Strong communication skills; fluent in English

---

Knowledge & Exposure

• PRTG installation, administration tools, and configuration workflows

• Sensor types, limits, triggers, dependencies, and performance tuning

• Advanced sensor technologies, including:

  • Custom sensors (script/API-based)
  • SNMP custom sensors, SNMP traps, syslog
  • Flow monitoring and Sensor Factory

• PRTG architecture and sensor strategy, including performance optimization and overload handling

• Notifications, alerting templates, and ticket integrations

• Design dashboards (maps), reports, and data visualizations

• PRTG clustering and high availability setups

• API integrations and automation use cases

• Monitoring:

  • Virtualization platforms (VMware, Hyper-V, Citrix)
  • Cloud environments (AWS, Azure, GCP)
  • Enterprise systems (SQL, email, backup, VoIP/QoS)

• Network devices (Cisco, firewalls, switches, storage systems)

• Basic scripting (PowerShell, Bash)

• Knowledge of ITIL or support best practices

What's in it for you?

• Great base salary
• Sign-in Bonus of Php 10,000
• HMO Medical Insurance
• Dental Coverage
• Paid Vacation and Sick leave
• 13th-Month Pay
• Career & Leadership Development Training Programs
• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER
We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Join our Amazing Team Today and Embrace Excellence Together!