Technical Support Engineer

3 hours ago

Manila, National Capital Region, Philippines Infotree Global Solutions Full time ₱1,200,000 per year

Job title: Technical Support Engineer II

Job Location: Quezon City, Metro Manila (Remote + Travel)

Job type: Contract 12 months

Salary range: up to PHP 100,000 gross/month

About

Our team boasts some of the most talented and experienced cybersecurity and data centre experts in the field. We're always looking for new people to inspire us and make us better. We utilize tools, process and knowledge to diagnose and resolve product, platform and customer issues.

Working directly with government organisations, you will play a critical, deeply technical role in the successful integration and ongoing support of mission-critical applications and data centres, ensuring an exceptional customer experience. We are looking for a customer-oriented, highly technical, senior technical support engineer to join our dedicated team.

Responsibility:

  • Learning and gaining in depth experience in network security
  • Resolving customer support cases for our worldwide enterprise customers
  • Acting as an escalation point for operational, network teams to ensure issues are resolved
  • Ensuring customer success while maintaining high customer satisfaction throughout all interactions
  • Working remotely to support our customers with the ability to travel on-site when needed

Requirements

  • Have 2+ years of relevant experience and a Bachelor's degree in Computer Science or related field
  • Have knowledge in two of the three technologies: Operating System (Linux, Windows), Networking, Virtualization
  • Have experience in troubleshooting and deploying software or networking equipment
  • Be a collaborative leader with the ability to manage a team and communicate effectively
  • Have the ability to solve complex problems in situations that demand escalations or selection of resolution paths
  • Have ability to communicate professionally with customers and collaborate with internal stakeholders
  • We are not looking for IT support roles; the focus is on providing technical support to large enterprises (e.g., software vendors in security/networking).
  • Candidates with experience limited to internal teams or small organizations will not be a fit.
  • All candidates must have hands-on experience in the relevant technologies to successfully answer technical questions. Several candidates so far have been unable to answer even basic questions related to routers, switches, networking, or Linux troubleshooting.

Mandatory Skillset:

  • Networking fundamentals
  • Routers and switches
  • Linux administration and troubleshooting
  • Technical troubleshooting expertise
  • Scripting/automation (nice to have, not mandatory)
  • Experience providing technical support to large external enterprises/customers

Key Requirements:

  • This is
    not an internal IT support or system administration role
    . Candidates with experience limited to internal IT teams or small organizations are
    not suitable
    .
  • Strong
    hands-on expertise
    in the listed technologies is required. Candidates must confidently answer technical questions during the evaluation.
  • Experience supporting enterprise customers in mission-critical environments is highly valued.

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