Technical Support Engineer

2 weeks ago

Metro Manila, Philippines Pax8 Philippines Inc. Full time

No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.

Culture is important to us, and at Pax8, its business, and it IS personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

Position Summary

The Technical Support Engineer interacts with our partners through multiple communication channels, providing technical support and escalation assistance on the vendors that we have on our line card. They create product knowledge documentation. The Engineer focuses on the products and technologies that are relevant to the specific team they are assigned to which includes Productivity, Infrastructure, Continuity, and Security.

This role is based in Makati City, Manila. Employees are expected to work from the office.

Essential Responsibilities (includes, but is not limited to):

Provide technical partner support.

Manage daily cases assigned.Assist with development of processes around support in relation to providing customer support and problem resolution.Collaborate with vendors or vendor contacts around cases currently in an escalated state.

Maintain product and knowledge specialization.

Develop and maintain knowledge around products specific to their team.Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team.

Ideal Skills, Experience, and Competencies:

At least two (2) years of related experience in the technical support field.MSP specific experience preferred.Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated.Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.Ability to actively learn through experimentation when tackling new problems, using both successes and failures as learnings.Demonstrated support specific knowledge in one or more of the following Pax8 Staxs:Productivity: Admin level experience with the Microsoft Office 365 platform. Experience migrating to Office 365, or from different versions of Microsoft Exchange. Understanding of PowerShell and its use with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental knowledge of mail flow concepts and DNS.Infrastructure: Advanced experience with the Microsoft Office 365 and Azure platforms. Experience with Azure AD Connect and hybrid configurations. Knowledge of Windows Virtual Desktop and/or Remote Desktop Services. Understanding of virtualization and clustered server environments.Continuity: Admin level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Admin level experience with SaaS based email solutions, Office 365 preferred. Admin level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite.Security: Admin level experience with the Microsoft Office 365 platform. Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms. Admin level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ. Admin level experience with endpoint solutions like SentinelOne and Bitdefender. Installation, removal, and remediation experience with endpoint solutions. Basic knowledge around cybersecurity best practices or the desire to learn and dig deeper.

Why join Pax8?

Well here are a few points of how we value our greatest assets:

At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year AND YES, the 2 weeks are available from your first dayIn addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens, and also for tax time tooUnlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journeyConnecting with our community is important – which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.

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