Official role title: Senior Technical Support Engineer Summary: We are looking for a dedicated Senior Technical Support Engineer to provide enterprise-level assistance to our customers.
This role involves diagnosing and troubleshooting software and hardware issues.
Responsibilities: Provide advanced technical support to end-users on various hardware, software, and network-related issues Diagnose and resolve complex technical problems, escalating issues to appropriate teams when necessary Ensure timely and effective resolution of IT support tickets Ask targeted questions to quickly understand the root of the problem Maintain and manage IT systems, including servers, networks, and applications Perform regular system updates, backups, and maintenance to ensure optimal performance and security Monitor system performance and implement necessary improvements Configure, manage, and troubleshoot network devices such as routers, switches, and firewalls Ensure network security and compliance with organizational policies and standards Optimize network performance and reliability Provide training and guidance to end-users on IT systems and best practices Create and maintain comprehensive IT documentation, including user guides and technical manuals Collaborate with other departments to understand and address their IT needs and requirements Ensure projects are completed on time, within scope, and within budget Implement and enforce IT security protocols and procedures Conduct regular security audits and vulnerability assessments Stay updated with the latest security threats and ensure the organization's IT infrastructure is protected Liaise with external vendors for hardware and software procurement, support, and maintenance Evaluate and recommend new technologies and solutions to improve IT services.
Collaborate with the IT and broader Operations team on business initiatives for continuous improvement Provide innovative suggestions for improving business processes through IT solutions Elevate the employee experience relating to technology support, fostering a culture of partnership and enablement Knowledge, Skills-set, and Experience: Qualifications and Experience: Tertiary qualifications in IT or a related field Minimum of 5 years of experience in IT support or a similar role Strong knowledge of Windows and Linux operating systems, networking, and server administration.
Familiarity with cloud services (e.g., AWS, Azure) Experience with virtualization technologies (e.g., VMware, Hyper-V) Proficiency in troubleshooting and resolving hardware, software, and network issues Hands-on experience with Windows/Linux/Mac OS environments Basic knowledge of SQL databases with comprehensive scripting capabilities Familiarity with Zoom Meetings and telephony Experience with remote desktop applications and issue tracking software (ITSM) Style, Skills, Strengths: Adaptable and responsive to evolving business needs Effectively manage multiple priorities at once, working at pace Simplify complex issues and humanize tech solutions.
Stay curious and think on their feet Communicate software development requests clearly to the Development Team Excellent at collaborating and keeping stakeholders informed.
Demonstrate an unrelenting drive to resolve issues to completion.
Provide exemplary customer service.
Exhibit excellent problem-solving and communication skills Excellent communication and interpersonal skills Ability to work independently and as part of a team What We Offer: Dayshift with Sat-Sun off – more time to spend with the family Leave accrual upon hiring Specific client-initiated benefits HMO on day 1 – principal and 1 dependent Php2,000 transportation allowance upon confirmation to regular status Guaranteed salary review upon regularization and every anniversary date Monthly out-of-office anti-burn-out activity (monthly coffee break) Team lunch every last Friday of the month Birthday treats Company-wide engagement activities Be part of a company that values its employees Career planning and development opportunities #J-18808-Ljbffr
