Tech Support Engineer

2 days ago

Iloilo City, Western Visayas, Philippines beBeeTechnical Full time $55,000 - $85,000
Job Title: IT Support Specialist

KDCI Outsourcing is looking for a highly skilled and customer-oriented IT Helpdesk Support Specialist to join our growing IT team. This is a hands-on technical support role with a strong focus on networking, cross-platform support, and SaaS administration. You will serve as the first line of escalation for complex technical issues, providing advanced support to internal users across various platforms.


Key Responsibilities
  • Deliver Tier 2/3 technical support to end-users via chat, email, phone, and remote tools.
  • Troubleshoot and resolve advanced hardware, software, and network-related issues.
  • Configure, manage, and maintain networking equipment, including Juniper switches, wireless access points, and Palo Alto firewalls.
  • Administer user accounts and access in Active Directory, Microsoft Entra (Azure AD), Google Workspace, and other platforms.
  • Manage SaaS applications including Zoom, Slack, and 1Password, handling provisioning, configuration, and troubleshooting.
  • Oversee Microsoft Intune administration for device compliance, app deployment, and policy management.
  • Support macOS environments, including integration with Apple Business Manager and MDM tools such as Jamf or Kandji.
  • Assist with employee onboarding/offboarding by configuring IT systems and providing user training.
  • Maintain accurate documentation of incidents, solutions, and processes in IT ticketing systems such as Jira Service Management, Zendesk, or ServiceNow.
  • Monitor system performance and security, escalating critical issues when needed.
  • Collaborate with the IT team to improve internal processes and infrastructure.
  • Stay updated with emerging technologies and recommend improvements to enhance service delivery.

Essential Qualifications
  • Minimum of 3+ years of experience in an IT Helpdesk or technical support role, with Tier 2/3 capabilities.
  • Strong networking experience with Juniper switching and wireless, and Palo Alto firewalls including configurations, VPN setup, and security policy management.
  • Advanced troubleshooting skills in macOS, with experience in Apple Business Manager or MDM tools such as Jamf or Kandji.
  • Proficiency in Microsoft Intune administration (device compliance, app deployment, policy management) and Microsoft Entra (Azure AD) administration (user provisioning, group/role assignments, conditional access).
  • SaaS administration experience with Zoom (user provisioning, AV troubleshooting), Slack (workspace/channel management), and 1Password (vault administration, access control).
  • Familiarity with IT ticketing systems such as Jira Service Management, Zendesk, or ServiceNow.
  • Strong documentation skills, professional communication, and ability to handle escalations from Tier 1 support.
  • Proven ability to troubleshoot complex issues and manage systems independently.
  • Experience supporting both local and remote end-users across macOS and Windows platforms.

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