Senior Technical Support Engineer

Director @ PST Group | Solutions Architect, UC Solutions Architect Job Title: Technical Support Engineer Location: Manila, Philippines (Remote) Reports To: Director – Technical & Services Job Type: Full-Time About Us: PST Group is a leading professional services and technology company specializing in Unified Communications as a Service (UCaaS), Contact Centre as a Service (CCaaS), and seamless integrations, with a dedicated team of expert consultants and technicians offering tailored solutions that help businesses enhance customer experiences, streamline operations, and maximize digital transformation using platforms like Microsoft Teams and Zoom. Job Summary: We are seeking a dedicated and knowledgeable Technical Support Engineer to join our IT support team, focusing exclusively on providing exceptional technical assistance to our external clients. The ideal candidate will be responsible for providing support for troubleshooting issues related to our Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions, ensuring our clients receive the highest level of service. This role offers the opportunity to lead a local team in the near future, making it ideal for candidates looking to advance their careers in technical support. Key Responsibilities Provide first‑line technical support to external clients via phone, email, and chat, focusing on UCaaS and CCaaS solutions. Diagnose and resolve hardware, software, and network issues in a timely manner, ensuring minimal disruption to client operations. Assist clients with the installation, configuration, and troubleshooting of software applications, particularly Zoom and Microsoft Teams. Maintain and update technical documentation, including user guides and FAQs tailored for client use. Collaborate with escalation engineers to address and resolve complex technical issues affecting clients. Escalate issues to Zoom and Microsoft Support if required and own the ticket lifecycle. Monitor and manage support tickets using our ticketing system, ensuring timely follow‑up and resolution. Conduct training sessions for clients on new technologies and software applications. Stay up-to-date with the latest industry trends, technologies, and best practices in UCaaS and CCaaS. Participate in the development and implementation of IT policies and procedures that enhance client support. Prepare for future leadership opportunities by mentoring junior team members and contributing to team development. Qualifications Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). Minimum of 2 years of experience in IT support, with a focus on external client interactions. Proven experience with UCaaS and CCaaS solutions, particularly with platforms like Zoom and Microsoft Teams. Strong understanding of computer systems, mobile devices, and other tech products. Proficiency in troubleshooting hardware and software issues. Familiarity with operating systems (Windows, macOS, Linux) and common software applications. Excellent communication skills, both verbal and written, with a customer‑oriented mindset. Strong problem‑solving skills and the ability to work under pressure. Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus. Preferred Skills Experience with remote support tools and ticketing systems (e.g., Microsoft Dynamics). Knowledge of cloud services (e.g., AWS, Azure, Google Cloud). Familiarity with cybersecurity principles and practices. Bonus: Experience in programming and API integration, which can enhance our service offerings and client solutions. What We Offer Competitive salary and benefits package. Opportunities for professional development and career advancement, including leadership roles. #J-18808-Ljbffr