IT Support Engineer

Exclusive Networks Deutschland GmbH; Manila; On-site; PHP 550,000 - 950,000; Full time

Job summary

Exclusive Networks seeks an experienced Senior IT Support Engineer to deliver advanced technical support across Microsoft 365, Intune, endpoint management and networking. You will investigate and resolve complex issues, own recurring problems, and mentor peers within the Global User Support team.

You will collaborate with Global IT teams to ensure security, uptime, and service quality while creating documentation and driving improvements across IT services.

Qualifications

• 5+ years of IT Support Engineer or similar role.
• Hands-on expertise in Microsoft 365, Intune, Entra ID, JAMF and endpoint management.
• Experience with Windows, macOS and mobile devices.
• Strong networking knowledge: TCP/IP, DNS, DHCP, Wi‑Fi, VPN.
• Good understanding of IT security: endpoint security, device compliance, MFA.
• Experience with IT Asset Management and ITSM processes.
• Fluent in English.
• Knowledge or interest in AI and automation is desirable.

Responsibilities

• Provide 1st and 2nd level technical support, incidents and requests through to resolution.
• Act as a technical escalation point and mentor for other IT Support Engineers.
• Ensure incidents and requests are handled within SLAs with high quality and user experience.
• Proactively identify recurring issues, risks, and opportunities to improve the support service.
• Drive IT projects from planning and testing through rollout and handover.
• Provide technical leadership and knowledge sharing to the Global User Support team.
• Create and maintain technical documentation and troubleshooting guides.
• Evaluate configurations, tools, and processes and propose improvements.
• Collaborate with infrastructure, networking, security, application and other Global IT teams to resolve cross-functional issues.
• Support day-to-day operation of endpoints, Microsoft 365, Intune, networking, security, hardware, software and mobility tools.
• Deliver excellent customer service with focus on security, business continuity, and efficiency.
• Mentor and support less experienced engineers.

Skills

Microsoft 365

Intune

Endpoint management

Networking

IT security

English fluency

ITSM

Entra ID

Tools

JAMF

Job description

EXCLUSIVE NETWORKS | Introduction

Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization. Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com. At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential.

DUTIES AND RESPONSIBILITIES | About the role

As part of the Global User Support team, the Senior IT Support Engineer will play a key role in providing advanced technical support, driving operational excellence, and strengthening technical expertise within the team. We are looking for a strong and autonomous hands-on engineer with deep experience across Microsoft 365, Microsoft Intune, endpoint management, networking, and security. The role requires someone who can independently investigate and resolve complex technical issues, take ownership of recurring problems, and act as a technical escalation point and mentor for other IT Support Engineers. The Senior IT Support Engineer will collaborate closely with Global IT teams, proactively identify opportunities for improvement, and help ensure consistent technical standards across the organization.

• Provide 1st and 2nd level technical support, taking ownership of incidents and service requests through to resolution.


• Act as a technical escalation point for complex issues and support other IT Support Engineers with troubleshooting and problem resolution.


• Ensure incidents and requests are handled within agreed SLAs, maintaining high standards of quality, communication, and user experience.


• Take a proactive approach to identifying recurring issues, potential risks, and opportunities to improve the support service.


• Drive and contribute to IT projects and initiatives, from planning and testing through to implementation, rollout, and operational handover.


• Provide technical leadership, guidance, and knowledge sharing to other members of the Global User Support team.


• Create and maintain technical documentation, procedures, troubleshooting guides, and knowledge articles.


• Continuously evaluate existing configurations, tools, and processes and proactively propose improvements.


• Work closely with infrastructure, networking, security, application, and other Global IT teams to resolve cross-functional technical issues.


• Support the day-to-day operation of endpoints, Microsoft 365, Intune, networking, security, hardware, software, mobile devices, and collaboration technologies.


• Provide excellent customer service while maintaining a strong focus on security, business continuity, operational efficiency, and user experience.


• Mentor and support less experienced engineers, helping strengthen the overall technical capability and autonomy of the team.

QUALIFICATIONS AND EXPERIENCE | About you

The ideal IT Support Engineer:

• 5+ years of experience as an IT Support Engineer or in a similar technical role.


• Strong hands-on expertise in Microsoft 365, Intune, Entra ID, JAMF and endpoint management.


• Strong experience supporting Windows, MacOS and mobile devices.


• Solid knowledge of networking, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.


• Good understanding of IT security, including endpoint security, device compliance, Conditional Access, MFA, and access management.


• Strong troubleshooting and analytical skills, with experience handling complex incidents and root-cause analysis.


• Experience with IT Asset Management, including hardware lifecycle, inventory accuracy, assignment, stock management, and asset tracking.


• Strong ownership, autonomy, and proactive approach to problem-solving and service improvement.


• Experience working within ITSM processes and SLA-driven environments.


• Strong communication, collaboration, and technical leadership/mentoring skills.


• Fluent in English.


• Knowledge or interest in AI and automation, with the ability to identify opportunities to improve IT support efficiency and user experience, is desirable.

WHO ARE EXCLUSIVE NETWORKS? | Why work for us

We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website www.exclusive-networks.com.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need.

We care about your data.

Our people make all the difference in our success. We are unique!