IT Support Engineer: Desktop, Network & Cloud Expert

Insurance Support Services International Corporation; Taguig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Insurance Support Services International Corporation seeks an IT Support professional to provide system administration and Level 1/2 support for Manila operations, coordinating with the US IT team to resolve incidents and service requests.

This role covers onsite desktop, network and cloud support, ensuring SLA-compliant incident handling, documentation, and collaboration with vendors and internal teams.

Qualifications

• 3+ years’ experience in Networking Support and Desktop Support in a BPO/call centre environment (preferred but not required).
• Bachelor’s/College Degree in Computer Science/Information Technology or equivalent (preferred but not required).
• Troubleshooting advanced computer hardware and software problems.
• Proven experience in supporting Windows 7 (and later versions) and Virtual Desktops (Citrix).
• Proven experience in administering Windows Server 2008/2012.
• Proven experience on Microsoft Exchange, Active directory, Terminal services.
• In depth understanding of LAN / WAN, DNS, DHCP, VPN, Fortinet firewall, Cisco/HP switches.
• Exposure to VDI products and platforms.
• Experience working with a geographically dispersed virtual team.
• Excellent English communication and interpersonal skills.
• Strong customer service focus and an ability to analyse and prioritise an issue.
• Advanced knowledge of Windows 10 and the ability to configure the Windows environment.
• Experience with Microsoft Office 2010, Office365, Google Apps.
• Knowledge of enterprise system monitoring and management tools.
• Willingness to learn new cloud-based technologies.
• Preference will be given to candidates with Microsoft or Network Certification.

Responsibilities

• Provide system administration and Level 1/2 support for Manila and US operations.
• Offer onsite desktop, network and cloud support, resolving incidents within SLA.
• Attend to helpdesk tasks and log actions per incident processes.
• Create and maintain operational documentation.
• Assist in equipment procurement from approved suppliers.
• Record, resolve and escalate incidents across computing environments.
• Support reporting of vendor performance against SLA targets.
• Set up new desks and networking for staff.
• Configure softphones for call centre integration.
• Manage new network/server equipment within change control.
• Monitor network links to US and troubleshoot with local providers.
• Troubleshoot performance in VDI and network.
• Provide overflow support to US teams.
• Follow company policies and maintenance routines.
• Perform Windows desktop maintenance and disk image deployment.
• Handle other tasks as assigned by management.

Skills

Networking Support

Desktop Support

Windows Server Administration

Citrix / VDI

Active Directory

VPN / Fortinet / Switches

English Communication

Customer Service

Troubleshooting

Education

Bachelor’s/College Degree in Computer Science/IT

Tools

Citrix

Acronis

Microsoft Exchange

Job description

Insurance Support Services International Corporation seeks an IT Support professional to provide system administration and Level 1/2 support for Manila operations, coordinating with the US IT team to resolve incidents and service requests.

This role covers onsite desktop, network and cloud support, ensuring SLA-compliant incident handling, documentation, and collaboration with vendors and internal teams.