Client Service Engineer

MicroSourcing International; Manila; Remote; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Client Services Engineer (NOC L1) in the Philippines. This remote role operates on shifting schedules, handling first-line technical support via phone, email, chat, and remote access.

We require 5+ years of end-user IT support in a US-based MSP, strong backup tool experience (Acronis, Datto, StorageCraft, or Veeam), Windows Server, Microsoft 365, networking, virtualization, and cloud skills.

Qualifications

• As a Client Services Engineer, you will provide end-user IT support in a US-based MSP environment.
• Experience with backup solutions such as Acronis, Datto, StorageCraft, or Veeam is required.
• Strong knowledge of Windows Server and Microsoft 365 applications.
• Solid networking knowledge including routing and firewalls.
• Experience with virtualization, cloud platforms (Azure/AWS/Google Cloud), and patching.

Responsibilities

• Serve as the initial contact for technical support via phone, email, chat, and remote assistance.
• Troubleshoot desktop, server, email delivery, networking, and firewall issues in small to mid-size environments.
• Handle tickets escalated by North American teams and respond to monitoring alerts.
• Monitor backups, perform patching, and coordinate BDR tests to ensure data protection.
• Escalate complex problems to appropriate teams and maintain service reliability.

Skills

End-user IT support

MSP experience

Acronis

Datto

StorageCraft

Veeam

Windows Server

Microsoft 365

Routing

Firewalls

English

VMware

Hyper-V

Azure

AWS

Google Cloud

Patching

ConnectWise Manage

N-able

BDR testing

Backup monitoring

Education

CompTIA A+

CCNA

MCSA

Job description

Discover your 100% YOU with MicroSourcing!

Position: Client Services Engineer (NOC L1)

Location: Philippines

Work setup & shift: Work From Home | Shifting

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Client Services Engineer (NOC L1), you will:

• Serve as the initial point of contact for technical support, diagnosing and resolving first-level issues through phone, email, chat, and remote support.
• Troubleshoot desktop, application, email delivery, routing, server, network, and firewall issues within small to medium-sized business environments.
• Handle tickets endorsed by the North American team and respond to issues detected by monitoring systems.
• Monitor and remediate Network Operations Center (NOC) alerts, client backups, and patching activities across client systems.
• Facilitate Backup and Disaster Recovery (BDR) tests to help ensure data protection and business continuity.
• Escalate unresolved technical issues to the appropriate support or escalation teams.
• Maintain service reliability by monitoring system performance and addressing potential technical issues proactively.

What You Need

Non-negotiables

• At least 5 years of end-user IT support experience within a US-based Managed Service Provider (MSP) environment.
• Strong hands-on experience with at least two of the following backup solutions: Acronis, Datto, StorageCraft, or Veeam.
• Strong knowledge of Microsoft operating systems, including Windows Server, and Microsoft 365 applications.
• Understanding of networking concepts, including routing and firewalls, with experience troubleshooting hardware, software, and network-related issues.
• High English communication proficiency, both written and verbal.
• Understanding of virtualization technologies such as VMware or Hyper-V, cloud platforms such as Azure, Google Cloud, or AWS, and backup and patching technologies.

Preferred Skills/expertise

• Experience using MSP tools such as ConnectWise Manage and N-able.
• Familiarity with NOC monitoring, alert remediation, and proactive infrastructure monitoring.
• Experience monitoring client backups, conducting BDR tests, and managing system patching.
• Relevant IT certifications such as CompTIA A+, Network+, CCNA, or MCSA.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self – we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/