MSP IT Support Engineer

1 week ago

Clark Freeport Zone Pampanga Philippines Technology Elite, Inc. Full time $40,000 - $80,000 per year

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

As an IT Senior Helpdesk Engineer with the Assist team, you are responsible for handling of service requests.  This relates to all technology, including workstations, printers, networks, and vendor-specific hardware and software in accordance with client agreements.

Work Shift: 6:00AM to 3:00PM PHT

Tasks and Responsibilities:

Reactive IT Support

Handling first and second level support of service requests

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware

  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL etc.

  • Telephony support relating to technical issues and performing simple moves, adds and changes

  • Work with telecommunications carriers for troubleshooting of voice and data circuits

  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix

  • Timely escalation of requests as required.

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Proactive IT Maintenance

  • Perform daily backup checks, internet connectivity checks for internal systems and SLA customers.

  • Identifying upsell opportunities based on client needs

  • Input opportunities into ConnectWise.

IT Knowledge Base

  • Update the IT Knowledgebase as new information is determined as part of a service ticket.

  • Update client pages in IT Glue as changes are made.

  • Document internal processes and procedures related to duties and responsibilities

Skills and Qualifications:

  • Clear, concise and customer centric written and verbal communication

  • Technical written and verbal communication

  • Proven deployment of systems and infrastructure

  • Develop in-depth knowledge of the service catalogue and how it relates to customer's needs

  • Experience using ConnectWise, IT Glue, N-Able
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, FortiNet, Cisco CCNA, or VMware VCP
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Job Offer:

  • 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)

  • HMO coverage for employee +1 FREE dependent on the first day of employment

  • +1 additional FREE dependent per successful year of tenure (up to five (5) years)

  • Tenure Incentive Program*
  • FREE daily meal
  • Referral Bonus of up to Php20,000.00*
  • ALL government mandated benefits

*Terms and conditions apply

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