Technical Support Engineer

3 weeks ago

Pampanga Philippines Safc Full time

JOB SUMMARY

To provide timely and effective technical assistance for internal systems, hardware, and software, ensuring smooth operations and minimal downtime. The Technical Support Engineer serves as the first line of defense for resolving IT issues, maintaining system integrity, and supporting end-users across the organization.

DUTIES AND RESPONSIBILITIES Issue Resolution
  • Diagnose and resolve hardware, software, and network problems
  • Respond to support tickets, emails, and calls from internal users
System Setup & Maintenance
  • Install and configure operating systems, applications, and devices
  • Perform routine system checks and updates
User Support
  • Assist with login issues, password resets, and access requests
  • Provide guidance on using internal tools and platforms
Documentation
  • Maintain records of issues, solutions, and system configurations
  • Contribute to internal knowledge base and support documentation
Collaboration
  • Work with System Admin, System Support, Database Admin, Network Admin teams to escalate complex issues
  • Coordinate with departments to understand and support their tech needs
Security & Compliance
  • Enforce security protocols and monitor for unauthorized access
  • Support data protection and backup procedures
JOB SPECIFICATIONS
  • Bachelor’s degree in information technology, Computer Science, or a related field
  • 1 - 2 years experience in technical support, helpdesk, or IT operations; internship experience is a plus
Technical Skills Must have knowledge in
  • Printer troubleshooting (e.g., connectivity, driver issues, print queue errors)
  • Basic networking (e.g., IP addressing, LAN/WAN concepts, ping/traceroute diagnostics)
  • Windows operating systems (e.g., user profiles, system settings, updates, troubleshooting)
  • Active Directory and user account management
  • Internal systems (e.g., HRIS, ERP)
  • Ticketing platforms (e.g., Jira, ServiceNow)
  • Remote desktop tools
Soft Skills
  • Strong communication, problem-solving, attention to detail, confidentiality awareness, willingness to learn
Certifications
  • Not required, but CompTIA A+, ITIL Foundation, or Microsoft Certified: Fundamentals are a plus
Work Environment
  • Office-based may require occasional after-hours support
Tools Used
  • Ticketing systems, internal databases, remote support tools, basic reporting platforms
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