IT Systems Engineer (Night shift)

Technology Elite - Build YOUR Elite Team; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

21 Days PTO annually + 1 additional on

HMO coverage for employee +1 dependent

+1 additional FREE dependent per year

Relocation Salary Loan assistance

Job summary

Technology Elite - Build YOUR Elite Team is seeking an IT Systems Engineer for an onsite role in Clark, Philippines. The position runs on a night shift (Mon-Fri, 10:00 PM–7:00 AM PHT) and involves end-to-end ticket and service-request management for international customers.

Responsibilities include ticket handling, initial assessment, escalation, onboarding assistance, SLA monitoring, and proactive communication with users.

Qualifications

• 5+ years in multi-faceted IT support roles.
• Current Microsoft Certifications in AZ or MS tracks, preferably expert level.

Responsibilities

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

Skills

Azure administration

Intune/Endpoint Manager

PowerShell

Office 365

DNS management

Security best practices

SCCM

Azure Active Directory

Backup & restore

Networking fundamentals

Ticket management

Public cloud concepts

Education

Microsoft Certification (AZ or MS tracks)

Tools

Azure

Intune

SCCM

DNS

Azure AD

Mimecast

ProofPoint

Cisco Duo

Exclaimer

Dropsuite

KnowBe4

Datto RMM

Windows Hello for Business

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.

Work Arrangement:

ONSITE in Clark Office

Work Shift:

Monday-Friday, 10:00 PM-7:00 AM PHT (NIGHT SHIFT)

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

KEY RESPONSIBILITIES:

• Manage Tickets and Requests.
• Receive and record all calls from our customers.
• Provide initial assessment of all Tickets, attempt first-time resolution, and /or escalation.
• Assist with customer onboarding projects and migrations.
• Monitor and elevate 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.

Skills Qualifications:

• 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, routing and traffic management.
• PowerShell scripting and use for administration and automation.
• Strong knowledge and experience of Office 365 services including.
• Exchange Online, SharePoint, Teams and 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.
• A confident 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, hardworking and self-motivated

Technical Qualifications

• Experience 5+ years’ experience, multi-faceted IT support roles.
• Current Microsoft Certifications in AZ or MS tracks, preferably to ‘expert’ level.

Nice to have:

• Networking + cloud combined knowledge
• Strong documentation and client communication

Job Offer

• 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*