Technical Support Engineer

Tech Expertise that Connects You to the World

Experience working with global leaders, sharpen your technical expertise, and contribute to projects that make a real global impact . This is your chance to level up professionally and join a role where your skills cross borders and your growth knows no limits.

What You'll Do in This Role

Be part of our client's team as a Technical Support Engineer and deliver exceptional support for MS365, Zoho, and automation processes. You'll resolve incidents, manage tickets, provide solutions, and collaborate across teams to drive improvements while keeping customer experience at the forefront.

Career Snapshot

Employment type: Full-time

Shift: Shifting

Work setup: Hybrid, Ortigas

Why You'll Love This Role

• Competitive salary package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location (easy access to MRT stations, restaurants, and banks)
• Fully customized Emapta laptop with peripherals
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses (Training Calendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leaves (5 convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

What You'll Bring to the Team

Skills Required:

• Excellent customer service background
• Strong sense of ownership of work performed
• Problem-solving mindset
• Above-average attention to detail
• Passion for technology
• Ability to meet deadlines and work under pressure
• Above-average communication skills

Experience Required:

• Bachelor's degree in Information Technology or related field, or equivalent work experience
• Minimum of 2 years' experience in Incident Management or Helpdesk Support
• 1-2 years of experience with Microsoft Office 365 platform
• 1-2 years of experience with Zoho CRM or a similar solution
• Familiarity with Microsoft and other authentication protocols
• Knowledge of basic ITIL processes (Requests and Incidents)
• Excellent technical documentation skills
• General knowledge of PowerShell and other scripting for automation and task management
• Strong professional and customer service skills
• Ability to handle confidential information appropriately
• Capacity to work with minimal guidance
• Familiarity with email security solutions (threat management / Data Loss Prevention)

What You'll Be Doing Every Day

Management

• Perform work based on performance indicators and targets aligned with the Division's vision, mission, and objectives
• Contribute to the development of the Support Team's plan, including Annual Strategies, Goals, and Action Plans
• Comply with team policies, programs, procedures, and guidelines
• Establish and maintain relationships with stakeholders
• Perform administrative and non-administrative duties as assigned by company representatives
• Ensure compliance with applicable laws, regulations, and requirements of the Global Technology Division
• Keep immediate superior informed of significant issues and concerns affecting team or division objectives

Technical

• Respond to and acknowledge issues raised in all support channels
• Provide first-line diagnosis for all incidents and service requests
• Investigate incidents using the tools provided for the Support Team
• Resolve incidents and service requests within agreed Service Level Agreements (SLAs)
• Monitor incident and service request lifecycles and escalate unresolved issues to appropriate teams
• Identify incidents and potential problems for team review
• Create and submit knowledge articles or data for service improvement
• Identify gaps in the support process and recommend solutions
• Collaborate with teams on findings and provide recommended resolutions
• Perform other responsibilities as required by work scenarios

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO