Senior IT Technical Support - MSP - Cebu based

Logify Inc.; Mandaue; On-site; PHP 600,000 - 900,000; Full time

Job summary

Logify Inc. is seeking an experienced Systems Engineer to support and resolve escalated tickets across client environments in the Philippines. You will diagnose desktop/server issues, document root causes, and advise on best practices while following established SOPs.

You will handle Office 365/Azure/AD related incidents, provide remote and on-site support as needed, and collaborate with clients to ensure timely issue resolution and high customer satisfaction.

Qualifications

• 5+ years of relevant experience as a Systems Engineer.
• Strong background in desktop and server support.
• Proven experience in troubleshooting network configurations and hardware issues.
• Expertise in Microsoft Server and Workstation technologies.
• Ability to follow documented processes while escalating unclarified variables to management.
• Excellent customer service skills with a problem-solving mindset.
• Strong prioritization and task coordination skills.

Responsibilities

• Monitor escalated service tickets, ensuring timely escalation and resolution.
• Managing diverse computing environments across a variety of business clients.
• Analyze and document unfamiliar client/server network setups, identifying the fastest path to resolution.
• Perform rapid analysis of workstation/server incidents to determine root causes.
• Provide consulting to clients on certain applications, best practices, and general computing processes.
• Troubleshoot and resolve high-level workstation, server, and network issues following standard operating procedures.
• Utilize software tools and vendor-specific utilities to expedite incident resolution.
• Resolution of incidents related to, but not limited to the following: Mail Application/Office 365 issues; Azure; Active Directory; Client/Server Connectivity issues (per SOP); Time Sensitive and VIP Workstation incidents; File Restores; Remote Access incidents (Citrix and Terminal Services); Networked Printer Issues.

Skills

Systems Engineer experience

Desktop and server support

Troubleshooting

Customer service

Problem solving

Tools

Monitoring tools

Remote management tools

VMware

Citrix

Exchange/Office 365

Job description

DUTIES AND RESPONSIBILITIES

• Monitor escalated service tickets, ensuring timely escalation and resolution
• Managing diverse computing environments across a variety of business clients
• Analyze and document unfamiliar client/server network setups, identifying the fastest path to resolution
• Perform rapid analysis of workstation/server incidents to determine root causes
• Provide consulting to clients on certain applications, best practices, and general computing processes
• Troubleshoot and resolve high-level workstation, server, and network issues following standard operating procedures
• Utilize software tools and vendor-specific utilities to expedite incident resolution
• Resolution of incidents related to, but not limited to the following:
• Mail Application/Office 365 issues
• Azure
• Active Directory
• Client/Server Connectivity issues (per SOP)
• Time Sensitive and VIP Workstation incidents
• File Restores
• Remote Access incidents (Citrix and Terminal Services)
• Networked Printer Issues

QUALIFICATIONS

• At least 5 years of relevant experience as a Systems Engineer
• Strong background in desktop and server support
• Proven experience in troubleshooting network configurations and hardware issues
• Expertise in Microsoft Server and Workstation technologies
• Ability to follow documented processes while escalating unclarified variables to management
• Excellent customer service skills with a problem-solving mindset
• Strong prioritization and task coordination skills

NICE TO HAVES

• Experience with Terminal Services & Citrix
• Experience with monitoring and remote management tools
• Experience with VMWare
• Experience with Microsoft Exchange/Office 365
• Network+