IT Support Engineer

Full time₱43,000 – ₱48,000 per month

Work Schedule: 3x3 setup (3 days of work with 12-hour shifts). Candidates must be flexible to work either the 2AM or 2PM PHT schedule. No Fixed Rest Day.

Overview

Working within our Managed IT team you will assume the function of IT Support for a wide range of clients who have outsourced their IT support. This involves the proactive monitoring and management of client backups, infrastructure and firewalls, servers and device endpoints to ensure issues are handled proactively with minimal impact on the client. Resolving issues efficiently, identifying and correcting trends is a key part of the role.

Responsibilities

· Delivery of quality proactive managed services across client's base

· Responding to, handling alerts, incidents and escalated problems on the variety of platforms and supported networks from logon to the resolution

· Network Operations Centre - Monitoring

· Backup monitoring and management

· Endpoint management, optimisation and managed AV

· Windows, Mac, Linux and 3rd Party Patch management

· Management of risk and downtime during maintenance windows

· Proactive monitoring and management of ticket platform

· Assessment of events to reduce incidents and false alerts

· IT Administrative tasks responsible for the client on boarding process or changes to the services provided

· Automation, streamlining and development of the monitoring platform and solution.

· Completion of daily workflows and checklists.

Skills & Requirements

· Cloud platforms – Microsoft 365, Google Workspace, Microsoft Azure

· Proven experience in system and platform monitoring using RMM and Professional Monitoring toolsets

· Solid previous experience in supporting or managing Microsoft networks and associated technologies.

· Backup, business continuity and disaster recovery solutions – Kaseya Spanning, Acronis, Axcient

· Basic knowledge of Apple Mac operating system as well as iPhone / iPad

· Device troubleshooting including other mobile vendors (HTC, Google, Samsung etc.)

· Excellent understanding of Microsoft Server and Desktop operating systems

· Process-focused

· Excellent and friendly attitude when dealing with customers on the phone, as well as the ability to explain potentially complicated issues in a way customers can understand.

· Experience troubleshooting using monitoring metrics

· Experience of problem management

· Able to prioritize under pressure and work to deadlines

· Excellent writing skills. Most of your work will be written and customer facing (emails, documentation etc.)

· Be able to demonstrate your ability to work as part of a team to resolve potentially complex issues, but also work on your own to perform installations and project work when required

• At least 2 years IT experience under MSP environment
• Experience in Cloud platforms – Microsoft 365, Google Workspace, Microsoft Azure
• Strong customer and technical troubleshooting experience
• Solid understanding of Ticketing and Remote tools
• Excellent verbal and written communication skills
  
  

· Ideally have 5+ years previous experience in a similar role

· Microsoft

· Google

· Kaseya