Support Engineer

Join our team as a Support Engineer

In this role, you'll be on the frontlines, delivering exceptional, client-first service to our valued partners. As an integral part of our team, you will provide enterprise-level technical assistance, leveraging your comprehensive expertise across modern IT infrastructure, including POS systems, cybersecurity, network architecture, operating systems, and Internet applications.

Lenet offers a wide range of technology services, including network support, cybersecurity, user support, and cloud management.We are a fast-growing, digitally-focused company looking for a driven Support Engineer to join our team and ensure our clients' continuous operational success and satisfaction

Job Responsibilities

• Provide tier 1 technical support for high-end retail clients, efficiently managing issues reported via our ticketing system (email, phone, and chat).
• Actively listen to and effectively diagnose clients' issues to identify and understand the root cause of their technical difficulties.
• Apply your technical expertise to analyze, diagnose, and resolve complex issues across hardware, software, networking, and operating systems.
• Deliver remote technical assistance by guiding clients through structured troubleshooting procedures or using remote access tools for hands-on resolution.
• Determine issue severity and escalate critical or P1 incidents to specialized internal teams (like DevOps or senior network engineering) when appropriate.
• Maintain client satisfaction by ensuring a positive, professional service experience and a clear resolution to their issue.
• Contribute to process improvement by proactively identifying recurring issues and suggesting solutions, including potential automation opportunities.
• Ensure timely follow-up with clients to verify system functionality and ensure long-term stability after resolution.

Qualifications & SkillsExperience & Education

• Experience: 1 to 3+ years in a technical support, client support, or IT helpdesk role, with familiarity in managing a high volume of support tickets.
• Education: Associate or Bachelor's Degree in Information Technology, Computer Science, or equivalent relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified).

Core Skills

• Exceptional Diagnostic and Problem-Solving Skills with a methodical approach to troubleshooting.
• Excellent verbal and written communication skills in English for effective interaction with clients and team members.
• Strong phone etiquette and an active listening focus to efficiently understand client needs.
• Confidence in providing product knowledge and clear, user-friendly instructions.
• Outstanding organizational abilities to manage multiple concurrent tasks, prioritize effectively, and meet tight deadlines.

Technical Knowledge

• Solid understanding of modern desktop/server operating systems, computer systems, and network fundamentals.
• Comprehensive knowledge of technical management and computer hardware/software systems
• Knowledge of or hands-on experience with ConnectWise Manage/Automate (LabTech) is a plus.
• Experience with Point of Sale (POS) systems or secure remote access tools like Bomgar/BeyondTrust is a plus.
• Proficiency in network administration (e.g., TCP/IP, DNS, basic firewall concepts) is highly valued.
• Passionate about technology and committed to continuous learning to stay current with new trends.

Details & Benefits

• Monthly Salary: Php20, Php22, inclusive of monthly allowance).
• Team Player: Willingness to explore new technologies and thrive as a team player.
• Schedule: Open to a flexible work schedule as required by business operations.
• Requirement: Pre-medical certificate is required upon hiring.

Benefits Package

• Health: Medical & Dental coverage (Maxicare).
• Quarterly Bonus based on performance metrics.
• Internet Reimbursement.
• Increasing Vacation Leave benefits (VTO - Vacation Time Off).
• Statutory: Full Government Contributions (SSS, Pag-IBIG, Philhealth).
• Equipment: The company provides the necessary hardware equipment/laptop.

This is a fully remote position open only to applicants residing in Cebu.

Job Type: Full-time

Pay: Php20, Php22,000.00 per month

Work Location: Remote