Support Engineer

4 days ago

Manila, Metro Manila, Philippines TD SERVICES PHILIPPINES INCORPORATED Remote Full-time ₱240,000 - ₱360,000 Contract

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Receive, categorise, prioritise, and track incidents and service requests in the ITSM system.
Perform basic network checks across office and cloud connected environments, including connectivity, DNS, DHCP, VPN, and device availability.
Review system alerts and perform first line checks on Windows endpoints, servers, virtual machines, services, and user access.
Recognise security indicators such as suspicious sign-ins, endpoint protection alerts, and unusual account activity. Capture evidence and elevate promptly through the agreed incident process.
Resolve standard issues and perform account or restorative actions only where an approved procedure and access authorise them.
Monitor ticket progress, provide clear updates, and hand over unresolved issues with the checks performed and evidence collected.
Follow customer specific support procedures, escalation paths, service levels, and shift handover requirements.
Maintain accurate shift handovers, including:
- Summary of ongoing incidents
- Alert patterns or trends
- Pending escalations and follow-ups
Adhere to standard operating procedures (SOPs), runbooks, and response workflows.
Contribute to the ongoing improvement of alert handling documentation and first-response playbooks.
Remote support role with rostered coverage, including after-hours support where assigned.

Diploma or Degree in IT, Computer Science, or Cybersecurity
1–2 years experience in:
- L1 IT support or SOC/NOC operations
- Email-based alert triage and SIEM monitoring
Working knowledge of:
- Cloudflare (WAF, DNS, Zero Trust)
- Sumo Logic or other SIEM platforms (Splunk, Sentinel, Wazuh, etc.)
- Cybersecurity concepts (endpoint protection, phishing, MFA, patching)
- Networking fundamentals (IP, DNS, traceroute, firewall basics)
- Basic familiarity with Windows, Microsoft 365, Active Directory or cloud identity, server monitoring, and virtualised environments.
Comfortable working night shift (typically 9PM–6AM SGT) in a remote 24x7 team environment
Clear and concise documentation and incident communication skills

Prior exposure to:
- Cloudflare Dashboard or API logs
- Exabeam or similar UEBA/XDR tools
- Threat intelligence feeds (AbuseIPDB, GreyNoise)
Experience with:
- ManageEngine, ServiceNow, or other ITSM platforms
- Endpoint detection tools (e.g., CrowdStrike, SentinelOne)
Certifications (preferred but not required):
- ITIL v4 Foundation
- CompTIA Security+, Network+
- Cloudflare Specialist Badges (WAF, Zero Trust)