1st Level Technical Support Engineer

4 days ago

Manila, National Capital Region, Philippines KMC Solutions Full time ₱900,000 - ₱1,200,000 per year

We are looking for a proactive and reliable 1st Level Support Engineer to join our operations team. In this role, you will be the first point of contact for customer support tickets and will coordinate with on-site "smart hands" technicians in the data center. You will provide initial troubleshooting, escalate issues when needed, and ensure smooth communication between customers, operations, and engineering teams.

This position is on-site and is part of a 24x7 operations model, with future potential for shift-based schedules.

Key Responsibilities


• Respond to and manage customer support tickets in a timely, professional manner.


• Perform initial troubleshooting for Linux systems, virtualization platforms, and network-related issues.


• Coordinate with on-site data center technicians ("smart hands") to execute tasks such as hardware checks, cabling, and device resets.


• Escalate issues to higher-level support or engineering teams as needed, providing clear documentation.


• Monitor system alerts, logs, and dashboards to proactively identify issues.


• Contribute to internal knowledge base and process improvements.


• Ensure high standards of reliability, accountability, and confidentiality in all work.

Required Skills & Experience


• Strong foundation in Linux system administration.


• Hands-on experience with Ansible for automation and configuration management.


• Understanding of virtualization technologies (e.g., KVM, VMware, or similar).


• Good knowledge of TCP/IP networking basics (routing, DNS, firewalls, troubleshooting tools).


• Strong problem-solving skills with the ability to work independently and take initiative.


• Excellent written and verbal communication skills in English.


• Ability to coordinate effectively with remote teams and data center staff.


• Trustworthy, reliable, self-organize, and able to handle sensitive information responsibly.


• Can work with minimum supervision.

Nice to Have


• Familiarity with monitoring systems and alerting (e.g., Prometheus, Zenduty).


• Familiarity with ticketing system (e.g. Jira, Zendesk).


• Experience working in cloud or large-scale infrastructure environments.


• Scripting knowledge (e.g., Bash, Python).

Location: Metro Manila

Work Arrangement: On-site

Shift: Day shift/Graveyard shift

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