IT Support Engineer

IT Support Engineer - Permanent Work from Home + Night ShiftSafari Micro, founded in 1997, is a privately held, profitable, and well-established value-added reseller (VAR) and IT managed service provider (MSP) to businesses, school districts, state municipalities, and governmental agencies of all sizes across the United States. We are based in the U.S. in Sunny Chandler, Arizona.

Safari One Business Solutions is a Philippine-based subsidiary of Safari Micro that supports its Accounting, Finance, and various operational and logistical functions. We are currently building our IT Support Desk Team in the Philippines.

We are looking for IT Support Engineers, who will play a crucial role in ensuring the smooth operations of our clients' IT environments. You will be responsible for providing exceptional technical support and assistance to our diverse client base. Reporting directly to our VP of Technical Services based in the US, the successful candidates will work on a night shift, from 9:00 pm – 9:00 am (Philippine time) on a compressed work week scheme, for 4 days a week, depending on the shift roster.

While the working hours are generally fixed, the working days and rest days may vary per week. This means that candidates must be open to working during weekends. We are looking for self-starters who thrive in a dynamic environment, take initiative to tackle challenges head-on, and are passionate about continuously enhancing their skills to contribute to our collaborative team.

We will provide the necessary trainings and certifications to further enhance their skills and technical capabilities. At Safari, we feel that working with great people is extremely important to employee happiness. We therefore want to hire people who are motivated, intelligent, responsible, and genuinely enjoyable to work with.

Principal Accountabilities:Provide hands-on technical support to clients via phone or email, resolving end-user issues related to Microsoft Windows Server, Microsoft Cloud technologies, Microsoft Office Apps, Microsoft Windows 10/11, and networking solutions. Strive for first call resolution by efficiently and effectively addressing client issues during initial contact. Troubleshoot and resolve problems related to server, network, and applications technologies, with exposure to various networking manufacturers such as Cisco, Extreme, Sophos, Fortinet, and Palo Alto.

Efficiently answer inbound customer IT requests and troubleshoot client issues according to service level agreements (SLAs). Collaborate with Senior Network or System Engineers, asking questions and learning from experiences to enhance your skills and contribute to the team's success. Champion appropriate new technologies to solve client problems and improve IT environments.

Manage and prioritize multiple projects in a deadline-driven environment. Demonstrate exceptional attention to detail to prevent small issues from escalating into significant problems. Desired Qualifications and

Work Experience:Mandatory:At least 4 years of hands-on experience in an IT services/consulting company, managed services provider (MSP), or corporate IT department. Excellent written and verbal communication skills and a strong customer service orientation. Troubleshooting experience in Windows 10/11, Microsoft 365, Azure, Azure Virtual DesktopsExperience with ticketing systems such as ConnectWise, ServiceNow, or similar platforms

Proficiency in Microsoft Office Apps (Word, Excel, PowerPoint). Creative problem-solving skills and the ability to proactively create effective solutions. Keen attention to detail and the ability to learn from mistakes for continuous improvement.

Exceptional self-motivation with the ability to manage and prioritize multiple projects. Preferred:Bachelor's Degree. However, we are willing to speak with all candidates who have strong and relevant experiences that relate to the "Principal Accountabilities" mentioned above.

Microsoft Server InfrastructureMicrosoft Cloud Technologies (O365, Intune, SharePoint Online, Azure AD)Microsoft Windows Server, Exchange server, SharePoint server, SCCM, etc. Microsoft Office (Word, Excel, PowerPoint)Microsoft Endpoint ManagementMicrosoft Azure Cloud (IaaS, PaaS, and AVD)Desktop support (PC/Mac)Hypervisor (VMware/Hyper-V/KVM/XEN/Azure Stack)Office 365 and/or Google WorkspacesFirewall (Sophos, FortiGate, Palo Alto, Cisco, etc.)Networking/WiFi (Cisco, Extreme, Fortinet, Aruba, HP)Backup solutions (Veeam, Datto, etc.)Technical Certificates are desirable, but not necessary (Microsoft, Cisco, Fortinet, Palo Alto)Compensation: PHP 35,000 - PHP 50,000 /month

Obviously, the more "hands on" and relevant experience that you have, the higher the compensation level may be. So, if you feel that your experience matches what we are looking for, please send us your application. These amounts already include the 10% "Night Shift Differential."Other Benefits:Brand

New Work from Home Equipment (laptop, desktop monitor, headset)Mandatory government benefits + 13th month payHMO (medical & dental) + 1 dependent15 days of paid time off (PTO) each year (to be used as vacation or sick time) in addition to our standard US holiday calendar

Birthday LeaveYear-End BonusTraining classes and certifications applicable to your professional career are paid for on a regular basis for all employees interested.**Please be sure to follow on LinkedIn Safari Micro, Inc and our Azure architect Jeremy Wallace to stay up to date on the latest technology Safari Micro is working on.