IT Support Engineer Tier 1

Rest Solution Corp; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Rest Solution Corp in the Philippines is hiring an IT Support Engineer (Tier 1) to deliver first-line support to customers, diagnose issues, and resolve problems remotely or via on-site collaboration. You will monitor alerts, document steps, and ensure timely ticket updates.

The role requires a computer science or IT-related degree, experience with Windows-based systems, Active Directory, and cloud platforms such as Azure or AWS. Strong communication and a proactive service mindset are essential.

Qualifications

• Bachelor's degree or equivalent in Computer Science/Information Technology or related field.
• Experience in end-user support and IT infrastructure.
• Experience with Windows-based systems including servers and clients.
• Familiarity with virtualization technologies (Hyper-V, VMware) and cloud platforms (Azure, AWS).

Responsibilities

• Provide first level support to end-users via diagnosis and troubleshooting, remotely or on-site.
• Monitor alerts and execute restoration procedures in a timely manner.
• Log updates and troubleshooting steps with complete details in the ticketing system.
• Perform Tier 1 tasks on servers and network equipment or cloud environments (M365, AWS, Azure).
• Proactively escalate unresolved issues and communicate progress to customers.

Skills

End-user support

Windows troubleshooting

Network fundamentals

Communication skills

Team collaboration

Education

Bachelor's degree in CS/IT or related field

Tools

Active Directory

M365

VMware/Hyper-V

AWS

Azure

Job description

About the job IT Support Engineer Tier 1

Job Summary

The purpose of IT support Engineer (Tier 1) is to provide the first level of support to deliver quality service to customers and be able to meet or even exceed service or operational level agreement (SLA or OLA). This is fulfilled through working with applications or systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Duties and Responsibilities

Provide first level support to end-users through diagnosing or troubleshooting problems and implementing corrective action either remotely through the phone, remote connectivity or collaborating with IT contacts on site

Monitor and respond to alerts and execute restoration procedure in a timely manner on infrastructure

Timely isolate the problem, identify and follow correct escalation path for issues not resolved at own level

Log on ticketing tool all updates and troubleshooting steps done with complete details that can be comprehended by anyone who reviews or needs to continue working on the ticket

Perform tier 1 tasks on servers and network equipments or cloud environment (M365, AWS, Azure and other)

Take ownership of user concerns; follow up the status of escalated problems on behalf of the customer and communicate progress or update the ticket in a timely manner

Actively monitor ticket assignment for timely resolution of issues or completion of customer concerns

Proactively raises possible issues that may arise from existing problems or newly implemented change

Ensure that satisfactory resolution has been executed before putting tickets on resolved state

Demonstrate complete professionalism while handling inquiries or complaints of the customers

Properly turn over any pending tasks that need attention during scheduled absence like rest day or vacation leave

Participate in project initiatives or efforts as necessary

Contributes to unit goals by accomplishing related duties as required.

Requirements

Bachelor's degree in Computer Science, Information Technology, Diploma or a related field (or equivalent work experience).

Experience in end users support and support on IT Infrastructure.

Experience in supporting Windows-based systems, including servers and clients.

Experience in Windows Server administration, Active Directory, Group Policy, M365 and other tools.

Solid understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.).

Experience in diagnosing and resolving hardware and software issues.

Familiarity with virtualization technologies (e.g., Hyper-V, VMware) and cloud platforms (e.g., Azure, AWS).

Familiarity with firewall, switching, access point

Excellent communication skills to collaborate effectively with team members and provide technical support to clients.

Certifications are a plus and not mandatory.