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AI Summary
Provide high-level technical support for client hardware, software, and cloud infrastructure while managing incidents from triage to resolution. Proactively monitor system health, perform security vulnerability assessments, and maintain detailed technical documentation.
SUMMARY
We are seeking a Senior IT Support Engineer who combines deep technical expertise with empathetic, clear, and professional communication. This role is ideal for someone who takes ownership of issues end-to-end, documents thoroughly, and consistently keeps end users and business outcomes front and center.
The ideal candidate is organized, detail-oriented, security-conscious, and an excellent problem solver who performs well under pressure in fast-paced environments. Strong interpersonal and communication skills are critical, as this is a highly client-facing role requiring trust, professionalism, and confidence.
JOB RESPONSIBILITIES
• Uphold the highest standards of honesty, integrity, confidentiality, and professionalism in all interactions.
• Deliver exceptional customer service in both routine and urgent support scenarios.
• Provide hands-on support for client hardware, software, and infrastructure-related issues.
• Take ownership of incidents from triage through resolution, ensuring clear communication and follow-through.
• Configure, install, and troubleshoot frontend and backend IT systems, cloud services, and business applications.
• Proactively monitor the health of systems related to data, networking, and security; investigate and remediate anomalies.
• Accurately document all work performed and maintain complete ticket histories in the ticketing system.
• Perform vulnerability assessments and basic penetration scans; execute remediation aligned with best practices and client risk profiles.
• Participate in after-hours or emergency support as needed.
• Continuously expand technical and professional knowledge through training and industry learning; contribute to internal documentation and process improvements.
• Share learnings with team members to improve overall service quality and operational maturity.
Requirements
QUALIFICATIONS
• 5+ years of experience in IT Support, Systems Engineering, or a similar senior technical role.
• Strong verbal and written English communication skills with the ability to explain technical concepts to non-technical users.
• Demonstrated experience supporting:
• Microsoft Windows operating systems (workstations and servers)
• Microsoft 365 and cloud services (Azure, M365, Google Workspace)
• Network infrastructure (DNS, DHCP, firewalls, VPNs, remote access)
• Email platforms including Microsoft Exchange
• Databases such as Microsoft SQL (administration or troubleshooting level)
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently while collaborating effectively within a team.
• Strong organizational skills with attention to detail and documentation quality.
CERTIFICATIONS
• CompTIA A+, Network+, Security+, or equivalent experience
• Microsoft certifications (Windows Server, Azure, M365)
• Firewall or security platform certifications (e.g., SonicWall or equivalent)
• RMM or MSP platform certifications (e.g., Kaseya/Datto or equivalent)
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
Benefits
- Full Philippine Statutory Benefits
- 13th Month Pay
- De Minimis Allowance
- Night Shift Differential Pay
- Paid Time Off (PTO)
- Health Insurance
- Life Insurance (maximum of PHP 3M coverage)
- Company-Provided Equipment
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