Help Desk Engineer

2 days ago

Cabuyao, Calabarzon, Philippines beBeeTech Full time $70,000 - $115,000
Technical Support Professional

We are seeking a skilled and experienced technical support specialist to join our team. As the primary point of contact for customers, you will be responsible for providing advanced technical assistance via various communication channels. This is a hands-on role that involves troubleshooting, system administration, and ensuring compliance with IT security protocols.


Responsibilities
  • Deliver high-level technical support to users through multiple mediums.
  • Analyze and resolve complex hardware, software, and network-related issues.
  • Manage and configure networking equipment, including switches, wireless access points, and firewalls.
  • Administer user accounts and access in directory services, cloud platforms, and other systems.
  • Provision, configure, and troubleshoot SaaS applications, including Zoom, Slack, and 1Password.
  • Oversee device management, app deployment, and policy enforcement using Microsoft Intune.
  • Support macOS environments, integrating with Apple Business Manager and MDM tools.
  • Assist with employee onboarding/offboarding by configuring IT systems and providing user training.
  • Maintain accurate records of incidents, solutions, and processes in ticketing systems.
  • Monitor system performance and security, escalating critical issues when necessary.
  • Collaborate with the IT team to enhance internal processes and infrastructure.

Qualifications
  • A minimum of 3+ years of experience in a technical support or helpdesk role, with expertise in advanced troubleshooting.
  • Strong networking knowledge, including Juniper switching and wireless, and Palo Alto firewalls.
  • Advanced troubleshooting skills in macOS, with experience in Apple Business Manager or MDM tools.
  • Proficiency in Microsoft Intune administration and Microsoft Entra (Azure AD) administration.
  • SaaS administration experience with Zoom, Slack, and 1Password.
  • Familiarity with IT ticketing systems, such as Jira Service Management or Zendesk.
  • Excellent documentation skills, professional communication, and ability to handle escalations from Tier 1 support.
  • Demonstrated ability to troubleshoot complex issues and manage systems independently.
  • Experience supporting both local and remote end-users across various platforms.

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