Remote IT Systems Support Engineer

CTS; Philippines; Remote; PHP 883,000 - 1,471,000; Full time

Benefits offered by this job

Paid Time Off

Floating Holidays

Job summary

CTS, an IT services provider, is seeking a Systems Support Engineer for a full-time remote role based in the Philippines. You will deliver day-to-day remote support to designated clients via ConnectWise, phone, and various tools, ensuring incidents are resolved per SLAs and documented in ITGLUE.

Ideal candidates have 2+ years in a customer-facing technical services environment, MSP experience is a major plus, and strong networking and Windows/macOS familiarity.

Qualifications

• 2+ years in a customer-facing technical services environment.
• MSP experience is a major plus.
• Strong knowledge of TCP/IP, VPN, and VoIP.
• Experience with ConnectWise or similar PSA tools is desirable.
• Proficient in Windows and macOS environments.
• Excellent written and verbal communication.

Responsibilities

• Respond to and resolve service incidents per procedures and SLA.
• Track time and communicate via ConnectWise Manage and chat applications.
• Liaise with internal teams, vendors and client contacts.
• Create or improve SOPs where gaps exist.
• Install, configure and troubleshoot workstation, server and cloud apps.
• Triage incoming client requests and manage phone coverage.
• Ensure documentation of all work in ticketing systems and ITGLUE.
• Prepare for performance reviews with supervisors.
• Maintain accurate timesheets daily.
• Aim for high client satisfaction and KPI targets.
• Deliver white-glove support with timely, professional service.

Skills

Customer service

MSP experience

Networking basics

Windows/macOS admin

VPN knowledge

Communication skills

Time management

Tools

ConnectWise

Ninja

PRTG

ITGlue

Job description

CTS, an IT services provider, is seeking a Systems Support Engineer for a full-time remote role based in the Philippines. You will deliver day-to-day remote support to designated clients via ConnectWise, phone, and various tools, ensuring incidents are resolved per SLAs and documented in ITGLUE.

Ideal candidates have 2+ years in a customer-facing technical services environment, MSP experience is a major plus, and strong networking and Windows/macOS familiarity.