Technical Support Engineer

5 days ago

Taguig, National Capital Region, Philippines Cerium Networks Full time

This position is responsible for the implementation, analysis, troubleshooting, support, and resolving customer escalated issues involving data, UC, and server issues in a Cerium deployed or supported network of Microsoft and Lync communication infrastructure. The ideal candidate must be a self-starter, well organized, a team player, and a problem solver. The position requires independence and accountability as well as a collaborative effort. Must have excellent communication and customer service skills.

Responsibilities

  • Provides support for US-based Microsoft business partner supporting the US–based customers
  • Technical support on Microsoft solution technologies including but not limited to M365 Services such as Skype for Business, MS Teams, Exchange Online.
  • Provide remote and on-site support in diagnosing, troubleshooting, and resolving system issues. Includes analyzing and resolving any system issues that are causing system service disruptions.
  • Proactively monitor customer's Microsoft server by checking the active alarms and applied resolution.
  • Collaborate and work together with the vendor support in case the issue appears on their end.
  • Focus on rapid identification and resolution of customer issues.
  • Answer questions and perform initial triage on problem reports.
  • Document each customer interaction using our Microsoft CRM ticket management system
  • Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
  • Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution.
  • Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support.
  • Provide technical support and troubleshooting assistance to customers for hardware, software and/or applications.
  • Partnering to create and update technical documentation.
  • Providing onsite installation and other professional services as needed
  • Participate in off hours and a rotating on call support schedule associated with a 24x7 support operation.
  • Performs other related tasks that may be assigned from time to time.
  • Strictly complies with the corporate governance and principles, such as but not limited to Housekeeping, Safety, Environment and Code of Conduct and Discipline.

Experience

  • Candidates must possess at least a bachelor's degree in computer engineering (COE), Electronics and Communications Engineering (ECE), Computer Science (CS), Information Technology (IT), or a graduate of 4-5 years of technology-related course.
  • 5 or more years of related work experience.
  • Strong technical expertise in Microsoft technologies, including Windows operating systems, Office 365, Azure services, Active Directory, Exchange Server, SharePoint, MS Teams, Exchange Online, and Skype for Business.
  • Exposure or understanding in network/server monitoring tools such as SolarWinds, Nectar or equivalent.
  • Microsoft Teams, Migrating from Skype for Business to Teams, Coexistence.
  • Skype For Business 2015 and Office365 – Instant messaging, Email, Audio/Video Conferencing, federation, mobility, response groups, certificate renewal.
  • Cloud based Microsoft Office 365 features "Direct Routing" / "Phone System" / "Calling Plans"
  • Relevant certifications such as MS certified Enterprise Administrator Expert, MS Teams Administrator certification or any related MS certification.
  • Experience with Azure, Microsoft Hyper-V and VMWare Administration is a plus.
  • Administration, support, and maintenance of M365 Admin Center and Teams Admin center.
  • Customer service skills and experience with Excellent analytical ability and communications skills.
  • Self-starter, willing to take ownership and work with minimal supervision.
  • Strong organizational abilities and a passion for excellence.
  • Willing to work on hybrid work setup, shifting schedules, holidays, and weekend shifts.
  • Willing to be trained and support other technologies or tasks handled by Cerium Networks.

Job Types: Full-time, Permanent

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Work from home

Schedule:

  • 8 hour shift
  • Afternoon shift
  • Day shift
  • Early shift
  • Evening shift
  • Holidays
  • Night shift
  • Overtime
  • Rotational shift

Supplemental Pay:

  • Overtime pay
  • Performance bonus
  • Yearly bonus

Ability to commute/relocate:

  • Taguig: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • Are you willing to work on a night shift?
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
  • Industries: IT Services and IT Consulting
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