IT Helpdesk I End User Support I Taguig I To Start ASAP!

MOVATE PHILIPPINES INC.; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

MOVATE PHILIPPINES INC. is seeking a Tier 1 Engineer to join the Support Center. You will respond to monitoring alerts, triage with RMM tools, and escalate to higher tiers as needed, delivering professional customer service and timely resolutions.

The role requires 1 year of LAN/WAN, Office365/Azure, and virtualization experience, plus familiarity with Windows Server, Active Directory, and VMware vSphere. MSP background is a plus.

Qualifications

• 1 year of experience administering LAN/WAN environments, Office365 and Azure, and virtualization (VMware/Hyper-V).
• Help desk or customer service experience is required.
• Experience with PSA and RMM tools is preferred.
• MSP experience is a plus.
• Knowledge of Windows Server 2016/2019.
• Understanding of Active Directory and Microsoft 365 administration.
• Fundamental DNS, DHCP, and TCP/IP knowledge.
• Knowledge of Exchange and SQL Server.
• Familiarity with VMware vSphere.

Responsibilities

• Respond to monitoring requests via phone, email, or ticketing system.
• Triage alerts using RMM systems and escalate as needed.
• Provide professional customer service and prompt responses.
• Collaborate with Tier 2 and Tier 3 technicians on escalated tickets.
• Document resolutions and contribute to knowledge base articles.
• Participate in ongoing certification and training.
• Track time and activity in the ticketing system.

Skills

Customer service

Help desk

MSP experience

Tools

Office365

Azure

VMware vSphere

Hyper-V

RMM Tools

Active Directory

Microsoft 365 administration

DNS

DHCP

TCP/IP

Microsoft Exchange

SQL Server

Job description

About the role

As a member of the Support Center team, a Tier 1 Engineer is responsible for responding to, escalating, and resolving monitoring alerts received through various systems. The Tier 1 Engineer will work closely with other staff members under the Manager's direction, working in a dedicated Support Center where tickets are received, prioritized, and escalated to higher tiers of support as needed.

Key responsibilities

• Respond to monitoring requests that come in via phone, email, or ticketing system
• Utilize the Account's RMM systems to triage alerts and alarms
• Interact with clients using professionalism and promptness
• Jointly solve problems through collaboration with team members
• Troubleshoot problems ranging from server, network, and PC issues
• Provide quality customer service skills in all forms of communication
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Engage in continued certification training to improve skillset
• Track time and activity in the Account's ticketing system

About you

• Minimum of 1 year experience in administering/supporting LAN/WAN environments, Office365 and Azure, VMWare and/or HyperV, or Network Operations Center
• Help desk or relevant customer service skills
• Experience with PSA and RMM Tools
• Prior MSP Experience a plus
• Microsoft Windows Server 2016/2019
• Active Directory
• Microsoft365 administration knowledge
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange and SQL Server
• VMware vSphere