Cloud Support Engineer PLN

Yempo; Manila; Remote; PHP 520,000 - 900,000; Full time

Benefits offered by this job

HMO enrollment on commencement

Additional HMO dependents added each 1

20 vacation days per year; 7 sick days

Annual performance bonuses

Annual salary reviews

Free cooked rice, snacks and hot meals

Company polo shirts provided

Bright open-plan work environment

Prestigious clients and professionalco

Job summary

Yempo in the Philippines is seeking a Cloud Support Engineer to provide Level 2/3 IT support for Microsoft 365, Azure, and on-premises environments. You can work from home or in the office while supporting an Australia-based client.

You will troubleshoot complex issues, manage incidents, and maintain documentation in HaloPSA and Hudu. The role emphasizes strong customer service, ITSM processes, and the ability to coordinate with vendors and internal teams.

Qualifications

• Experience in Level 2/3 IT support.
• Experience with MSP environments.
• Strong troubleshooting across cloud and on-premises.
• Experience supporting medium to large IT infrastructures.
• Ability to prioritise workloads and meet SLAs.
• Familiarity with ITSM processes.

Responsibilities

• Provide Level 2/3 IT support across Microsoft 365, Azure, and on-premises environments.
• Troubleshoot complex technical issues and manage incidents through to resolution.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.
• Manage Windows Server, Active Directory, virtualization, endpoints and network infrastructure.
• Support POS systems, including H&L, related hardware and network connectivity.
• Manage support tickets, service requests and changes through HaloPSA, ensuring accurate documentation and customer updates.
• Maintain technical documentation and knowledge articles using Hudu.
• Provide technical guidance and escalation support to Service Desk engineers.
• Perform system monitoring, maintenance, patching and health checks.
• Coordinate with third-party vendors to resolve technical issues.
• Identify recurring issues and recommend improvements to IT systems and service delivery.
• Assist with infrastructure deployments, migrations and project activities.
• Follow established IT service management and operational processes.
• Comply with the Organizations Information Security Management System (ISMS).

Skills

IT support L2/L3

365 administration

Azure & Entra

Windows Server

Network fundamentals

Customer service

Incident management

Documentation

Tools

HaloPSA

Hudu

PowerShell

Job description

Job Description:

We have exciting day shift and 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, and on-premises environments.
• Troubleshoot complex technical issues and manage incidents through to resolution.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.
• Manage Windows Server, Active Directory, virtualisation, endpoints and network infrastructure.
• Support POS systems, including H&L, related hardware and network connectivity.
• Manage support tickets, service requests and changes through HaloPSA, ensuring accurate documentation and customer updates.
• Maintain technical documentation and knowledge articles using Hudu.
• Provide technical guidance and escalation support to Service Desk engineers.
• Perform system monitoring, maintenance, patching and health checks.
• Coordinate with third-party vendors to resolve technical issues.
• Identify recurring issues and recommend improvements to IT systems and service delivery.
• Assist with infrastructure deployments, migrations and project activities.
• Follow established IT service management and operational processes.
• Comply with the Organizations Information Security Management System (ISMS), including all applicable information security policies, procedures, standards, and guidelines.

Key Requirements

• Proven Level 2/3 IT support experience, preferably within a Managed Service Provider (MSP).
• Strong technical troubleshooting and problem-solving skills across cloud and on-premises environments.
• Experience supporting medium to large IT infrastructures and multiple customer environments.
• Ability to manage incidents independently, prioritise workloads and meet service level agreements.
• Knowledge of IT service management, including incident, problem and change management.
• Excellent customer service, communication and stakeholder management skills.

Technical Skills

• Microsoft 365 administration and troubleshooting.
• Microsoft Azure, Entra ID and Intune.
• Windows Server, Active Directory, DNS, DHCP and Group Policy.
• VMware and Hyper-V virtualisation.
• Network infrastructure, including LAN, WAN, VPN, VLANs, firewalls and wireless networks.
• Backup, disaster recovery and infrastructure maintenance.
• Experience with PSA/ITSM tools such as HaloPSA and documentation platforms such as Hudu.
• Additional Advantages:
• POS support experience, particularly H&L.
• PowerShell scripting and automation experience.
• AZ-104 and MD-102 certifications.

Key Abilities

• Strong analytical, troubleshooting and problem-solving skills.
• Ability to take ownership of technical issues and ensure timely resolution.
• Ability to work independently and collaborate with technical teams.
• Clear communication with customers and internal stakeholders.
• Strong documentation, organisation and attention to detail.
• Adaptability and initiative in managing different customer environments.

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.