Senior IT Support Engineer III

This is a remote position.

This position is responsible for providing IT support for customers and their IT environments, including desktops, servers, network equipment, and applications. The IT Support Technician should have a broad range of technical experience. They will field both more complex break/fix incidents and end-user issues in conjunction with system-wide configurations that require a deeper knowledge of servers, virtualization, and networking. This role is expected to successfully resolve most support requests raised to them, managing their efforts around the company's SLA requirements.

In addition to incidents, an IT Support Technician also performs maintenance, updates, and system upgrades for a multitude of customer environments. IT Support Engineers continuously manage customer expectations throughout the lifecycle of a support request. They communicate frequently and in plain English with the customer about their troubleshooting efforts, resolution plan, and forecasted timeline of completion. The mission is to consistently create great customer experiences that yield "raving fans" for life.

It is also important for IT Support Engineers to recognize undesirable patterns or issues in the support delivery process and client information technology environments. They provide critical feedback to proactive delivery areas that allow for improvements to be made and reactive work decreased overall. Simply put, the less the customer must call our support team, the happier everyone is.

The key to success for an IT Support Technician is to maintain a proven level of proficiency with essential technical skills and to employ those with a passion for exceptional customer service in all interactions.

• Provide IT support to customers in accordance with the Support Playbook.
  
• Monitor inbound phone and ticket queues, responding within service level agreements.
  
• Monitor queues for escalated tickets and respond within service level agreements.
  
• Provide clear and detailed ticket notes.
  
• Maintain and update documentation.
  
• Look for ways to reduce ticket noise to help our customers more efficiently.
  
• Contribute to a growing knowledge base that all our engineers work from.
  

• 3 years' experience providing support for all Microsoft Operating Systems (Desktop & Server).
  
• 3 years' experience supporting Microsoft Office 365.
  
• 3 years' experience supporting environments, including firewalls, switches, and wireless technologies.
  
• 2 years' experience supporting customers with Remote Monitoring and Management (RMM) tools.
  
• 2 years' experience supporting virtual server infrastructure (VMware, Hyper-V, etc.).
  
• 2 years' experience managing enterprise backups.
  
• Excellent verbal and written communication skills.
  
• Customer-focused.
  
• Detail-oriented.
  
• Do-whatever-it-takes attitude.
  

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.
  

• Full Philippine Statutory Benefits
  
• 13th Month Pay
  
• De Minimis Allowance
  
• Night Shift Differential Pay
  
• Paid Time Off (PTO)
  
• Health Insurance
  
• Life Insurance (maximum of PHP 3M coverage)
  
• Company-Provided Equipment