Advanced Technical Support Engineer

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeSupport Full time ₱1,200,000 - ₱1,500,000
Technical Support Specialist Job Overview

We are seeking an experienced IT professional to join our team as a Technical Support Specialist.

This role involves providing advanced technical support and troubleshooting for end-user devices, software applications, and company infrastructure. Key duties include managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.

Job Responsibilities
  • Troubleshoot issues related to End User Devices including Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi, and more.
  • Resolve issues related to Company Infrastructure such as Office 365, G Suite, Windows Server Environments, Cloud Infrastructure, Cloud File Storage, Cloud authentication.
  • Follow proper company procedures including response time, escalation, communication, and documentation.
  • Handle ticket workspaces in the help desk system properly, ensuring everything is clean, updated, resolved, and aesthetically done.
  • Provide proactive communication to avoid customer frustration or long downtime during working hours.
  • Setup networks during client onboarding or project-based work.
  • Collaborate with vendor technical support to resolve issues or implement new solutions.
  • Implement SaaS solutions as needed.
  • Address infrastructure issues discovered by the Network Operations Center.
  • Document and improve department processes.
Requirements
  • At least 7 years of IT experience, preferably in Desktop Support, Systems Engineering, or Systems Administration.
  • Helpdesk MSP experience is essential.
  • Familiarity with RMM and PSA tools, including Datto, Kaseya, NinjaOne, Halo, ConnectWise, and Autotask.
  • End User Support skills: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, deployment, MDM.
  • Cloud product support: Office 365, SharePoint / OneDrive, Azure, Google.
  • Systems Administration knowledge: Microsoft Windows Server Platforms, Active Directory, Group Policy.
  • Basic Exchange Server and Basic SQL Server knowledge.
  • BDR product support: Veeam, Azure, Local NAS.
  • Cybersecurity product support: Barracuda, Webroot, Ironscales, Axcient, Spanning.
  • Understanding of storage and virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
  • Networking fundamentals: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN, and Firewalls.
Work Arrangements
  • Must be willing to accept a long-term remote work arrangement.
  • Must be open to a permanent night shift schedule.
Additional Details
  • Seniority level: Mid-Senior level.
  • Employment type: Full-time.
  • Job function: Information Technology.
  • Industry: Outsourcing and Offshoring Consulting.

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