IT Infrastructure Support Specialist

2 weeks ago

Imus, Calabarzon, Philippines beBeeSenior Full time ₱100,000 - ₱200,000
Job Overview

We are seeking a highly skilled IT professional to join our team as a Senior Support Engineer. This is a challenging and rewarding role that requires strong technical expertise, excellent communication skills, and the ability to work effectively in a fast-paced environment.

The ideal candidate will have several years of experience in infrastructure and application support, with a strong understanding of cloud technologies, including Azure and M365. They will also be keen to learn and develop their career in IT, with a focus on continuous improvement and self-motivation.

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  • Key Responsibilities:
    • Ensure service level agreements (SLAs) and key performance indicators (KPIs) are achieved by taking ownership and responsibility for cases that come into the support team.
    • Monitor queues for incoming alerts and incidents, working collaboratively with other members of the team to ensure speedy resolution of client issues.
    • Take ownership of cases escalated to Microsoft, managing communications between customers and vendors, setting up troubleshooting calls, and accurately logging time into the system.
    • Participate in post-incident reviews and lessons-learned activities, contributing to the development and improvement of the support team's processes and procedures.
    • Provide reactive and proactive patching services, including risk assessment, scheduling, and customer change management procedures.
    • Work closely with the Technical Escalation and Service Delivery teams to resolve complex technical issues and improve the overall quality of service delivery.
    • Manage escalations to vendors, ensuring effective communication and timely resolution of issues.
    • Contribute to the development and maintenance of knowledge base articles, configuration documentation, and other resources to support the support team's work.
    • Mentor and share knowledge with junior team members, promoting a culture of continuous learning and improvement within the team.

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