Tech Support Engineer II — Global Troubleshooting Expert

Transnational Diversified Group; Taguig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Transnational Diversified Group is seeking a Technical Support Engineer Level II to join the Global Technical Support team. You will resolve post-sale issues via email, phone, chat, and CRM, while diagnosing root causes and planning resolutions for customers around the world.

The role requires strong networking, cloud, and security knowledge, along with excellent English communication and a proactive, self-motivated attitude in a fast-paced tech environment.

Qualifications

• 2 years of relevant professional experience or a recognized CS/IT/security certification.
• Strong understanding of networking, security concepts and cloud infrastructure.
• Good English written and verbal communication.
• Willingness to learn and solve complex technical questions.

Responsibilities

• Provide post-sale case resolution via email, phone, chat and CRM.
• Read through and develop a clear assessment of the reported issue.
• Formulate a clear hypothesis of possible root cause and plan for resolution.
• Plan prerequisites and processes required for resolution.
• Gather and document information and resources needed.
• Investigate, reproduce cases using knowledgebase tools.
• Develop concise and efficient customer responses.
• Qualify and test procedures to validate full resolution.
• Generate root cause analysis reports for customers.
• Develop knowledge base articles and canned responses.
• Uphold SLA commitments and maintain quality.
• Maintain integrity and quality in technical/customer activities

Skills

Troubleshooting

Customer communication

English proficiency

Analytical reasoning

Team collaboration

Education

Computer Science / IT and/or security certification

Tools

Windows Server Administration

Virtualization (VMware/Hyper-V)

MS-SQL

PowerShell

Active Directory / LDAP / Radius

IIS / Apache / Tomcat

Linux / Unix

Cloud infrastructure

Networking basics

Job description

Transnational Diversified Group is seeking a Technical Support Engineer Level II to join the Global Technical Support team. You will resolve post-sale issues via email, phone, chat, and CRM, while diagnosing root causes and planning resolutions for customers around the world.

The role requires strong networking, cloud, and security knowledge, along with excellent English communication and a proactive, self-motivated attitude in a fast-paced tech environment.