Remote IT Support Engineer — Network & Systems Expert

Visa Hunt; Philippines; Hybrid; PHP 300,000 - 600,000; Full time

Benefits offered by this job

Flexible working policy (some WFH)

Vacation after 3 months

Safe and nurturing environment in a高‑r

Dedicated office with latest tech

Confidentiality per EEO guidelines

Job summary

Cloudskope seeks an experienced Support Engineer to be the frontline technical resource for customers and partners. You will monitor, maintain, and support customer networks, handle tickets, and drive issues to resolution, collaborating with Engineering and Management as needed.

You will help customers maximize Cloudskope product value, document work for team knowledge, and contribute to self-help assets while maintaining a high standard of service and communication.

Qualifications

• 3+ years in an IT support role with remote work experience.
• Microsoft, Cisco or Network Certifications are ideal.
• Strong customer communications skills are crucial in this role.
• Experience with Active Directory, Microsoft server, Networks, VLANs, and Firewalls.
• Experience with Ubiquiti UniFi Networks equipment, configuration, and management.
• English Language: fluent in reading, writing, and speaking.

Responsibilities

• Scope a customer's issue by collecting relevant facts and investigating the problem by doing your own research and by involving other teams as needed.
• Consult and collaborate with peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer advocate.
• Empower customers to find information, self-solve when they decide to, and learn more about Cloudskope products, services, and support.
• Advise customers on how to gain additional value from their Cloudskope products.
• Document your technical work and research to help colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing expectations.

Skills

PC hardware

Windows OS

macOS

MS Office

Linux

RMM

PSA

G Suite

UniFi

Zoom

WebEx

Tools

RMM

PSA

Zoom

WebEx

UniFi

Job description

Cloudskope seeks an experienced Support Engineer to be the frontline technical resource for customers and partners. You will monitor, maintain, and support customer networks, handle tickets, and drive issues to resolution, collaborating with Engineering and Management as needed.

You will help customers maximize Cloudskope product value, document work for team knowledge, and contribute to self-help assets while maintaining a high standard of service and communication.