Senior IT Support Engineer

5 days ago


Manila, National Capital Region, Philippines Five9 Inc. Full time
About This Role

Five9 Inc. is looking for an exceptional Senior IT Support Engineer to join our team. As a key member of our IT support group, you will be responsible for evaluating customer environments and creating scripted OS installations using PowerShell, SCCM, and Group Policy deployment.

Your primary focus will be on developing and maintaining installation and configuration procedures, which you will publish as Internal Knowledge articles. You will also accurately document technical issues, escalations, and customer interactions, ensuring seamless communication across teams.

Responsibilities
  • Evaluate customer environments and create scripted OS installations using PowerShell, SCCM, and Group Policy deployment.
  • Develop and maintain installation and configuration procedures and publish as Internal Knowledge articles.
  • Accurately document technical issues, escalations, and customer interactions.
  • Update Knowledge Articles (Internal/External).
  • Diagnose problems accurately and work to find appropriate solutions in a timely manner.
  • Investigate existing software to detect errors for software improvements.
  • Proactively conduct trend analysis to offer preventative solutions and eliminate recurring problems.
  • Conduct software system testing for new products and provide feedback as necessary.
  • Maintain awareness of all known service outages and all maintenance/software product changes that could impact customers.
  • Work cross-functionally in a customer-facing capacity and coordinate with internal organizations with Five9.
  • Work within a 24x7x365 support environment.
Requirements
  • 5+ years of experience working as Windows Support/Administrator.
  • Bachelor's Degree in Computer Science, Information Technology, or any related field.
  • Microsoft Certified Desktop Specialist (MCDS).
  • Microsoft Certified Technology Associate (MCTA).
  • Microsoft Certified Server Associate (MCSA) (any Windows server).
  • In-depth knowledge in software deployment using SCCM.
  • In-depth knowledge in PowerShell scripting.
  • In-depth knowledge in Configuration Group Policy.
  • In-depth knowledge in Active Directory.
  • Knowledgeable in Virtual Desktop Environment.
Benefits
  • Company stocks.
  • Annual merit increase based on performance.
  • 15% night shift differential pay.
  • Paid Leave with Cash Conversion.
  • HMO with free dependents.
  • Retirement Plan.
  • Life Insurance.
  • While on work from home setup: Internet and meal allowance are provided.
  • Employee Assistance Program for mental and social well-being.
  • Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women).


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