Cloud Support Engineer

Yempo Solutions; Manila; Hybrid; PHP 683,000 - 956,000; Full time

Benefits offered by this job

Weekly salary

HMO enrollment on commencement

Additional HMO dependents

20 vacation days per year

7 sick days

Annual bonuses and incentives

Annual salary reviews

Snacks and beverages

Company polo shirts

Open-plan environment

Professional clients and colleagues

Job summary

Yempo - Your Employees Offshore is seeking Cloud Support Engineers for night shift, offering work-from-home or office options. You will join an Australia-based client delivering managed IT, cybersecurity, cloud optimization and AI-driven solutions.

Responsibilities include Level 2/3 support across M365/Azure, on-prem and hybrid environments, with escalation and documentation duties. Role emphasizes proactive monitoring, incident management, and collaboration with vendors.

Qualifications

• Demonstrated Level 2/3 technical support experience across IT environments.
• Strong troubleshooting and problem-solving skills across multiple customer environments.
• Experience with IT service management processes including incident, problem and change management.
• Ability to manage technical incidents independently and meet SLAs.
• Excellent customer service, communication and stakeholder management skills.

Responsibilities

• Provide Level 2/3 technical support across Microsoft 365, Azure, on-premises and hybrid environments.
• Troubleshoot complex incidents and service requests, taking ownership through to resolution.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.
• Administer and troubleshoot Windows Server, Active Directory, DNS, DHCP and Group Policy.
• Support POS systems, including H&L, and related hardware and network connectivity.
• Manage incidents, service requests and changes through HaloPSA with accurate notes and updates.
• Maintain customer technical documentation and knowledge articles within Hudu.
• Provide escalation support and guidance to Service Desk engineers.
• Troubleshoot network infrastructure (routers, switches, firewalls, VPNs, wireless).
• Work with third-party vendors to resolve issues.
• Perform proactive monitoring, maintenance, patching and system health checks.
• Identify recurring issues and suggest improvements to environments and delivery.
• Assist with deployments, migrations and projects under senior engineers.
• Follow incident, change, and operational processes.
• Adhere to ISMS policies and security standards.

Skills

Troubleshooting

Incident management

Customer service

Documentation

Communication

Accountability

Education

Microsoft AZ-900

AZ-104

MD-102

Tools

HaloPSA

Hudu

PowerShell

Job description

We have exciting night shift opportunities available for Cloud Support Engineers. Work from home or the office – you choose!

When you join Yempo, you’ll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic, bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

Our Client

In this role, you will be assigned to our Australia-based client, a long-term technology partner that helps businesses achieve their goals through proactive, scalable, and secure IT solutions. Their services include managed IT, cybersecurity, cloud optimization, and AI-driven solutions, all designed to improve operational efficiency, support business growth, and deliver reliable, future-ready technology solutions.

Your Responsibilities

• Provide Level 2/3 technical support across Microsoft 365, Azure, on-premises and hybrid environments.

• Troubleshoot complex incidents and service requests, taking ownership through to resolution.

• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.

• Administer and troubleshoot Windows Server, Active Directory, virtualisation, networking and endpoint environments.

• Support Point of Sale (POS) systems, including H&L, associated hardware, peripherals and network connectivity.

• Manage incidents, service requests and changes through HaloPSA, ensuring accurate ticket notes, time recording and regular customer updates.

• Maintain customer technical documentation, procedures and knowledge articles within Hudu.

• Provide technical escalation support and guidance to Service Desk engineers.

• Troubleshoot network infrastructure including routers, switches, firewalls, VPNs and wireless networks.

• Work with third-party vendors and service providers to resolve technical issues.

• Perform proactive monitoring, maintenance, patching, and system health checks.

• Identify recurring issues and recommend improvements to customer environments and service delivery.

• Assist with infrastructure deployments, migrations and project activities under the direction of senior engineers.

• Follow established incident, change management, and operational processes.

• Comply with the Organization’s Information Security Management System (ISMS), including all applicable information security policies, procedures, standards, and guidelines.

Your Background

Key Requirements:

• Demonstrated Level 2/3 technical support experience, preferably within a Managed Service Provider (MSP).

• Strong troubleshooting and problem-solving skills across multiple customer environments.

• Experience supporting medium to large IT environments, including cloud and on-premises infrastructure.

• Ability to independently manage technical incidents, prioritize workloads, and meet service level agreements.

• Strong understanding of IT service management processes, including incident, problem and change management.

• Excellent customer service, communication and stakeholder management skills.

Technical Capabilities:

• Microsoft 365 administration and troubleshooting.

• Microsoft Azure and Entra ID.

• Microsoft Intune and endpoint management.

• Windows Server, Active Directory, DNS, DHCP and Group Policy.

• VMware and Hyper-V virtualization.

• Networking fundamentals, including LAN, WAN, VPN, VLANs, firewalls and wireless networking.

• Backup, disaster recovery and infrastructure maintenance.

• Experience with PSA/ITSM platforms such as HaloPSA.

• Experience with technical documentation platforms such as Hudu.

• Point of Sale (POS) support experience, particularly H&L, is highly desirable.

• PowerShell scripting and automation experience is advantageous.
• Microsoft Certification in Azure Fundamentals (AZ-900) is essential.
• Microsoft Certified: Azure Administrator Associate (AZ-104) and Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certifications are highly desirable.

Key Abilities Required:

• Demonstrate strong technical troubleshooting skills and a logical approach to problem-solving.

• Take accountability for assigned tickets, ensuring timely resolution and effective customer communication.

• Work independently while collaborating effectively with the Service Desk, and engineering teams.

• Communicate technical information clearly to customers and internal stakeholders.

• Maintain accurate documentation and follow established operational procedures.

• Adapt to different customer environments, technologies and business requirements.

• Demonstrate initiative, attention to detail and a commitment to continuous improvement.

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.