Advanced Technical Support Professional

16 hours ago

Makati City, National Capital Region, Philippines beBeeInfrastructure Full time $90,000 - $120,000
System Support Specialist Role

A skilled IT professional is responsible for providing expert technical assistance and issue resolution for end-user devices, software applications, and infrastructure. Key duties include managing support tickets, ensuring timely communication, and serving as an escalation point for complex issues.

Key Responsibilities:
  • Troubleshoot issues with End User Devices, including desktops, laptops, mobile devices, printers, scanners, and vendors.
  • Troubleshoot infrastructure issues, such as Office 365, G Suite, Windows Server Environments (2016, 2019), and Cloud Infrastructure.
  • Adhere to company procedures, including response time, escalation, communication, and documentation.
  • Properly manage the ticket workspace in the help desk system.
  • Maintain open communication to avoid customer frustration.
  • Set up networks during onboarding or projects.
  • Collaborate with vendor technical support to resolve issues or implement new solutions.
  • Implement SaaS solutions as needed.
  • Address infrastructure issues discovered by the NOC team.
  • Document and improve department processes.
Qualifications:
  • At least 7 years of IT experience, including desktop support, systems engineering, and administration.
  • Helpdesk MSP experience.
  • Familiarity with RMM and PSA tools, such as Datto, Kaseya, NinjaOne, Halo, ConnectWise, and Autotask.
  • End User Support/Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, deployment, MDM.
  • Cloud products support: Office 365, SharePoint/OneDrive, Azure, Google.
  • Systems Administration: Knowledge of Microsoft Windows Server Platforms (DC, FS, TS, Print, IIS) and Active Directory, Group Policy.
  • Basic Exchange Server, Basic SQL Server.
  • Support of BDR Products: Veeam, Azure, Local NAS.
  • Support of Cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning.
  • Basic understanding and Support of Storage and Virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
  • Understanding of networking: TCP/IP, LAN/DMZ/WAN, DHCP, DNS, Routing, Switching, VPN, and Firewalls.

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