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Technical Support Engineer

3 months ago

Manila, National Capital Region, Philippines iboss Asia Inc. Full time
Responsibilities
• Solves complex technical support inquiries via telephone, live chat, and ticket
interactions with a positive and professional demeanor
• Documents interactions comprehensively for auditing and record keeping
purposes
• Spins up lab environments consisting of firewalls, switches, routers, and
endpoints to reproduce customer environments for advanced troubleshooting
purposes
• Works with team leads and management to bubble up recurring issues or
opportunities for product or process improvements
• Participates in testing pre-release solutions and validating performance against
test plans documenting results
• Creates and submits knowledgebase entries to help improve customer self-service
capabilities
• Creates and maintains internal knowledge systems to assist other internal team
members
• Stays abreast of product changes, working with lab and test systems to come up
to speed quickly with new capabilities, devices, and featuresSkills/Qualifications
• Bachelor's degree in technical field (Computer Science, Computer Engineering)
• The responsibilities described above are essential functions of the job. The
qualifications below are representative of the knowledge, skills, qualities, and/or
abilities required. Previous technical support experience
Possess a strong work ethic and team player mentality

Excellent communication skills both verbal and written
3-5 years of experience designing and supporting multilayer IP networks; routing

and switching
3-5 years of experience with network security; firewalls, intrusion prevention, risk
assessment, pen testing, content filtering, PKI, SSL/TLS
3-5 years of experience managing Windows Server or Red Hat Linux server
environments; Proficient with Linux
3-5 years of experience managing large (>1k seat) Windows and Mac
workstation deployments
3-5 years of experience managing DNS; Microsoft or Bind

Experience with virtualization, specifically VDI implementations
Experience with acquiring and analyzing packet captures
Experience/familiarity with managing enterprise deployments of iOS, Android,

and Chromebook devices

• Highly developed sense of integrity and commitment to customer satisfaction
• Strong detail orientation and listening skills
• Strong decision-making and analytical abilities
• Availability to work 8:00am - 5:00pm Eastern Time
Summary of role requirements:Looking for candidates available to work:Monday: Evening
Tuesday: Evening
Wednesday: Evening
Thursday: Evening
Friday: Evening
Saturday: Evening
Sunday: Evening

More than 4 years of relevant work experience required for this role
Working rights required for this role
Expected start date for role: 02 September 2024