Client Service Engineer (NOC L1)

MicroSourcing International; Manila; Remote; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Client Services Engineer (NOC L1) in the Philippines to act as the first point of contact for technical support, diagnosing and resolving first-level issues across desktop, server, and network environments. You will monitor client systems, respond to incidents, and ensure business continuity for SMB clients.

This remote role offers flexible WFH arrangements and shifting schedules, with competitive rewards, healthcare from day one, and opportunities for career growth

Qualifications

• 5+ years of end-user IT support experience in a US-based MSP environment.
• Experience with at least two backup solutions (Acronis, Datto, StorageCraft or Veeam).
• Strong knowledge of Windows Server, Microsoft 365, and networking concepts.
• Experience troubleshooting hardware, software and network issues.
• High English communication proficiency, written and verbal.
• Familiarity with virtualization (VMware/Hyper-V) and cloud platforms (Azure, AWS, Google Cloud).

Responsibilities

• Serve as the initial contact for technical support and diagnose/resolve first-level issues via phone, email, chat, and remote support.
• Troubleshoot client infrastructure including desktop, server, networking, and security components.
• Monitor and remediate NOC alerts and support tickets escalated by North America team.
• Support backups, patching, and DR/BDR testing to ensure data protection and continuity.
• Escalate unresolved issues to appropriate teams and maintain service reliability.

Skills

End-user IT support

US MSP experience

English proficiency

VMware/Hyper-V

Microsoft 365

Education

IT certifications (CompTIA A+/Network+/CCNA/MCSA)

Tools

Acronis

Datto

StorageCraft

Veeam

ConnectWise Manage

N-able

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/