IT Systems Engineer

Technology Elite, Inc.; Mabalacat; On-site; PHP 650,000 - 900,000; Full time

Benefits offered by this job

Relocation accommodation up to 4 weeks

21 days PTO + yearly tenure increase

HMO coverage for employee +1 dependent

Relocation salary loan assistance

Tenure incentive program

Referral bonus Php20,000

All government mandated benefits

Job summary

Technology Elite, Inc. is seeking an experienced IT Systems Support Engineer to join our Clark Pampanga team. You will manage tickets and service requests from our customers, perform initial assessments, and strive for first-time resolution while guiding onboarding projects.

This onsite role requires 5+ years in IT support, MSP background, strong Azure/Intune knowledge, and Office 365 proficiency. Excellent communication and a detail-oriented, proactive attitude are essential.

Qualifications

• 5+ years in multi-faceted IT support roles.
• MSP experience essential.
• Azure infrastructure design and implementation knowledge.
• Intune/Endpoint Manager (Group Policy/ADMX) understanding.
• Intune device management/compliance experience.
• Public DNS records understanding.
• Basic security principles knowledge.
• SCCM or other RMM deployment experience.
• SCIM and SSO with Azure AD understanding.
• Backup best practices and restore experience.
• Vendor services knowledge: Mimecast, ProofPoint, Cisco Duo, Exclaimer, Dropsuite, KnowBe4, Datto RMM, Windows Hello for Business, Acronis, Azure IaaS/Backup, Site Recovery.
• Networking: switches, routing, traffic management.
• PowerShell scripting for admin/automation.
• Office 365: Exchange Online, SharePoint, Teams, OneDrive.
• Strong troubleshooting: Windows, email flow, Office 365; MacOS a plus.
• Communication for international audience.
• Team player with positive attitude and attention to detail.
• Willingness to learn and obtain new certifications (KPI).
• Dependable and self-motivated.
• Nice to have: 365 troubleshooting, networking & cloud knowledge, documentation.

Responsibilities

• Manage Tickets and Requests.
• Receive and record all calls from customers.
• Provide initial assessment, aim for first-time resolution, and escalate as needed.
• Assist with onboarding projects and migrations.
• Monitor and escalate Tickets according to SLA.
• Keep users informed on status and progress of Tickets.
• Aid customer retention and satisfaction.
• Improve efficiency, processes, documentation and automation.

Skills

MSP experience

Azure/Intune

Office 365

PowerShell

DNS knowledge

Security best practices

SCCM / RMM

Azure AD / SSO

Education

Microsoft Certifications (AZ/MS tracks)

Tools

SCCM

RMM tools

Mimecast

ProofPoint

Cisco Duo

Azure IaaS

Job description

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

The IT Systems Support Engineer is a key part of the service framework providing end-to-end management of tickets and service requests reported by the customer.

Work Arrangement: Onsite in Technology Elite, Clark Pampanga

Work Shift: Friday - Monday (4x11) 7:00PM-6:00AM PHT

About the Job

KEY RESPONSIBILITIES:

• Manage Tickets and Requests
• Receive and record all calls from our customers.
• Provide initial assessment of all Tickets,attemptfirst-time resolution, and /or escalation.
• Assistwith customer onboarding projects and migrations.
• Monitor and escape Tickets according to the customer’s SLA
• Keep users informed on the status and progress of their Tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

Your Qualification

• Experience 5+ years’ experience, multi-faceted IT support roles.
• PreviousMSP experienceessential
• Azure infrastructure and design and implementation knowledge
• Understanding of Group Policy/ADMX within Intune/Endpoint Manager
• Good practical experience of Intune and device management/compliance
• Excellent understanding and practical of public DNS records
• Understanding of best practice security principles
• Deployment of applications using third-party tools – SCCM or other RMM application
• Understanding of SCIM and SSO with Azure AD
• Good understanding and practical experience of backup best practices and restore processes.
• Strong knowledge of the following vendor services extremely beneficial: Mimecast,ProofPoint, Cisco Duo, Exclaimer,Dropsuite, KnowBe4, Datto RMM, Windows Hello for Business, Acronis, Azure IaaS, Azure Backup, Azure Site Recovery.
• Good working knowledge of networks, switching,routingand traffic management
• PowerShellscripting and use for administration and automation
• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint,Teamsand OneDrive.
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience is a plus.
• Good working knowledge of networks, routing & switching
• Customer-focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• Aconfident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable,hardworkingand self-motivated.
• Current Microsoft Certifications in AZ or MS tracks, preferably to ‘expert’ level.
• Nice to have:
  • Deep Microsoft 365 troubleshooting
  • Networking + cloud combined knowledge
  • Strong documentation and client communication

Job Offer

• Free relocation accommodation of up to 4 weeks for those relocating near Technology Elite Office*
• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)
• HMO coverage for employee +1 FREE dependent on the first day of employment
  • +1 additional FREE dependent per successful year of tenure (up to five (5) years)
  • We provide Relocation Salary Loan assistance*
  • Tenure Incentive Program*
• Referral Bonus of up to Php20,000.00*
• ALL government mandated benefits

*Terms and conditions apply