The 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

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.

Skills and Qualifications

• 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

Benefits

• 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 employees +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