Senior IT Technical Support Specialist

1 week ago

Mandaue City, Central Visayas, Philippines beBeeCloudSupport Full time ₱6,000,000 - ₱8,000,000
Job Overview

This role is focused on delivering comprehensive IT support services, ensuring the security, integrity, and efficiency of our operations.

You will be responsible for handling technical support requests, resolving issues, and contributing to maintaining a high-performing IT environment for our team and clients.

Key Responsibilities:
  • Cloud Infrastructure Support: Ensure seamless operation of cloud-based systems and services.
  • System and Data Security: Maintain high standards of system and data security to prevent unauthorized access or compromise.
  • Intune Device Management: Configure and manage Intune devices, including configuration profiles, compliance profiles, endpoint security baselines & hardening, application deployments, patching, exposure management, and cloud security management across AWS and Azure environments via Defender for Cloud and AWS security hub.
  • Proactive Maintenance:
    • Build, maintain, and manage client infrastructure to ensure optimal performance and stability.
    • End-to-end system stability and performance monitoring to identify and resolve potential issues.
    • Incident and problem management to minimize downtime and ensure prompt resolution.
    • Patch and vulnerability management to keep systems up-to-date and secure.
  • Monitor performance of company systems, ensuring timely escalation and resolution of any issues.
  • Management and support of all third-party services to ensure seamless integration and operation.
  • Microsoft 365 Support: Provide expert-level support for Microsoft products, including Exchange Online, SharePoint, MS Teams, OneDrive, and CSP & SPLA service management.
  • Client-facing support: Assist clients through various communication channels to set up systems or resolve issues.
  • Troubleshoot complex technical issues to resolution or escalate as necessary.
  • Provide first-point or escalation point for Level 1 support tickets.
  • Evaluate and escalate difficult issues to Level 3 as required.
  • Log all incidents and service requests in our designated Helpdesk system.
  • Manage Helpdesk tickets systematically to minimize backlog and ensure operational efficiency.
Duties Include:
  • Power Platform Expertise: Design, develop, and customize solutions using Power Apps, Power Automate, and Power Virtual Agents.
  • Integration and Automation: Manage integrated systems to ensure relevant data is available at all times and automate workflows across applications.
  • Reporting: Prepare and present accurate reports to stakeholders, including clients' cadence meetings.
  • Transition Management: Collaborate with Professional Services teams to deliver successful managed service transitions.
  • Soft Skills:
    • Service documentation and knowledgebase development.
    • Cultivate a culture of service excellence and continuous improvement within the IT team.
    • Establish and maintain strong relationships with key suppliers.
  • Change and Release Management:
    • Production support changes delivery.
    • Configuration change management.
    • Knowledge management and documentation.
  • Security:
    • Maintain a secure environment for clients and their systems.
    • Ensure all end-point security and patching levels are up-to-date.
    • Ensure internal infrastructure security aligns with established methodology.
    • Secure client dashboards to authorized user views only.

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