IT Support Engineer

Job Description: IT Support Engineer
Location: Quezon City (Hybrid - 2 Days Work from Home, 3 Days Onsite)
Schedule: Monday to Friday, 3:00 PM to 12:00 AM

Role Overview:

The IT Support Engineer is responsible for providing technical support and troubleshooting services to clients in a hybrid work environment (2 days remote, 3 days onsite). The role focuses on managing Office 365, Azure/AWS, and cloud services, network infrastructure, and firewall systems, ensuring smooth operations and security. The engineer will assist in implementing security controls, manage domain DNS, and provide expert technical assistance while collaborating with team members to deliver high-quality solutions. The ideal candidate should have strong communication skills, 2-3 years of experience in technical support, familiarity with MSP environments, and proficiency in networking, cloud services, and security protocols.

Key Responsibilities:

• Office 365 and Cloud Services Support: Manage Office 365 and Azure/AWS services for clients by provisioning, configuring, monitoring, and troubleshooting to ensure seamless operation.
• Network Infrastructure Support: Configure and manage routing and switching infrastructure to optimize network performance, enhancing connectivity and efficiency.
• Firewall Support: Administer firewall systems, including configuration, rule creation, and troubleshooting, to safeguard client networks and data.
• Security Controls Implementation: Assist in implementing security controls and practices according to ISO 27001 standards to fortify client systems against potential threats.
• Domain DNS Management: Support domain DNS management to ensure smooth functioning of client systems, maintaining accessibility and reliability.
• Technical Assistance: Provide technical support to clients, resolving complex issues independently to ensure uninterrupted operations and client satisfaction.
• Collaborative Solutions: Collaborate with team members to deliver high-quality IT solutions and support services, fostering teamwork and efficiency.
• Technology Trends Monitoring: Stay updated with emerging technologies and industry trends to provide innovative solutions and remain competitive in the market.

Qualifications:

• Education: Bachelors degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Experience: 2-3 years of experience in a technical support role within an MSP or similar
• Strong Communication Skills Must be proficient in spoken English, as the role involves providing technical support to customers over the phone.
• Microsoft 365 Expertise At least 6 months of hands-on experience managing the Microsoft 365 Admin Center, troubleshooting Exchange issues, and handling SharePoint administration.
• Google Workspace Knowledge Experience with Google Workspace and Google Drive management is desirable.
• MSP Experience (Preferred) Familiarity with working in a Managed Service Provider (MSP) environment, including handling multiple clients, ticketing systems, and remote troubleshooting.
• Basic Networking Skills Understanding of firewalls, VPNs, and basic network troubleshooting.
• Customer-Focused Mindset Ability to provide excellent customer service and handle technical issues professionally and patiently.

• Ability to Work Under Pressure Experience in a fast-paced IT support environment, handling multiple tickets efficiently.