Support Engineer (Remote)

TD SERVICES PHILIPPINES INCORPORATED; Manila; Remote; PHP 240,000 - 360,000; Full time

Job summary

TD SERVICES PHILIPPINES INCORPORATED is seeking an IT support professional to handle first-line SOC/NOC duties in a remote, 24x7 team. You will triage alerts, perform basic network checks, and escalate security incidents according to SOPs.

Requirements include 1–2 years in L1 IT support or SOC/NOC, familiarity with Cloudflare and SIEM tools, and strong documentation skills. Night shifts (9PM–6AM SGT) are part of the roster to support our clients.

Qualifications

• Diploma or Degree in IT, Computer Science, or Cybersecurity.
• 1–2 years experience in L1 IT support or SOC/NOC operations.
• Knowledge of Cloudflare (WAF, DNS, Zero Trust) and SIEM platforms.
• Understanding of cybersecurity concepts and networking fundamentals.
• Night shift (9PM–6AM SGT) in a remote 24x7 team environment.

Responsibilities

• Receive, categorize, prioritise, and track incidents and service requests in the ITSM system.
• Perform basic network checks across office and cloud environments including connectivity, DNS, DHCP, VPN, and device availability.
• Review system alerts and perform first line checks on Windows endpoints, servers, and services.
• Recognise security indicators and escalate promptly.
• Maintain accurate shift handovers with incident summaries and evidence.

Skills

L1 IT support

SOC/NOC ops

SIEM monitoring

Cloudflare

Networking basics

Windows & AD

Education

IT/ Cybersecurity degree

Tools

Cloudflare

Sumo Logic

Splunk

ServiceNow

Wazuh

Job description

Key responsibilities

• Receive, categorise, prioritise, and track incidents and service requests in the ITSM system.
• Perform basic network checks across office and cloud connected environments, including connectivity, DNS, DHCP, VPN, and device availability.
• Review system alerts and perform first line checks on Windows endpoints, servers, virtual machines, services, and user access.
• Recognise security indicators such as suspicious sign-ins, endpoint protection alerts, and unusual account activity. Capture evidence and elevate promptly through the agreed incident process.
• Resolve standard issues and perform account or restorative actions only where an approved procedure and access authorise them.
• Monitor ticket progress, provide clear updates, and hand over unresolved issues with the checks performed and evidence collected.
• Follow customer specific support procedures, escalation paths, service levels, and shift handover requirements.
• Maintain accurate shift handovers, including:
  • Summary of ongoing incidents
  • Alert patterns or trends
  • Pending escalations and follow-ups
• Adhere to standard operating procedures (SOPs), runbooks, and response workflows.
• Contribute to the ongoing improvement of alert handling documentation and first-response playbooks.
• Remote support role with rostered coverage, including after-hours support where assigned.

Minimum Requirements

• Diploma or Degree in IT, Computer Science, or Cybersecurity
• 1–2 years experience in:
  • L1 IT support or SOC/NOC operations
  • Email-based alert triage and SIEM monitoring
• Working knowledge of:
  • Cloudflare (WAF, DNS, Zero Trust)
  • Sumo Logic or other SIEM platforms (Splunk, Sentinel, Wazuh, etc.)
  • Cybersecurity concepts (endpoint protection, phishing, MFA, patching)
  • Networking fundamentals (IP, DNS, traceroute, firewall basics)
  • Basic familiarity with Windows, Microsoft 365, Active Directory or cloud identity, server monitoring, and virtualised environments.
• Comfortable working night shift (typically 9PM–6AM SGT) in a remote 24x7 team environment
• Clear and concise documentation and incident communication skills

Desirable Skills

• Prior exposure to:
  • Cloudflare Dashboard or API logs
  • Exabeam or similar UEBA/XDR tools
  • Threat intelligence feeds (AbuseIPDB, GreyNoise)
• Experience with:
  • ManageEngine, ServiceNow, or other ITSM platforms
  • Endpoint detection tools (e.g., CrowdStrike, SentinelOne)
• Certifications (preferred but not required):
  • ITIL v4 Foundation
  • CompTIA Security+, Network+
  • Cloudflare Specialist Badges (WAF, Zero Trust)