Technical Support Engineer

SMS Global Technologies Inc.; Eastern Manila District; Sur place; PHP 391 000 - 725 000; Plein temps

Résumé du poste

SMS Global Technologies Inc. is seeking a Level 2 Technical Support Engineer in Metro Manila to handle client systems, networks, and infrastructure. You will manage escalations, troubleshoot complex issues, analyze logs, and implement fixes to maintain system health.

The role requires 2–3 years in technical support, strong networking knowledge, and experience with Windows/Linux environments. On-call availability and occasional deployment to client sites are expected.

Qualifications

• Bachelor’s degree in IT, Computer Science, Computer Engineering, Electronics Engineering, or related field.
• 2–3 years of experience in technical support, network operations, infrastructure support, or systems administration.
• Strong knowledge of networking and IT infrastructure.
• Hands-on experience troubleshooting enterprise IT and network environments.
• Knowledge of TCP/IP, DNS, DHCP, VLAN and routing, LAN/WAN, and network troubleshooting.
• Working knowledge of Windows and/or Linux environments and basic server infrastructure.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good communication, coordination, and customer service skills.
• Ability to work independently, prioritize incidents, and meet SLA requirements.
• Willing to participate in on-call and after-hours support.
• Willing to be temporarily assigned or deployed to other client sites as required.

Responsabilités

• Provide Level 2 support for client systems, networks, and infrastructure.
• Manage and resolve escalations from Level 1 Helpdesk.
• Troubleshoot hardware, software, network, and infrastructure issues.
• Analyze logs to identify root causes and implement solutions.
• Monitor system and network performance, availability, and health.
• Perform approved configuration changes, maintenance, upgrades, and migrations.
• Escalate complex issues to Level 3 engineers, vendors, or principals.
• Support incident management and critical incidents within SLA requirements.
• Provide technical guidance to Level 1 teams and timely client updates.
• Conduct preventive maintenance and infrastructure health checks.
• Document incidents, resolutions, configurations, and procedures.
• Improve knowledge bases, SOPs, and troubleshooting guides.
• Identify recurring issues and recommend preventive actions.
• Participate in on-call and after-hours support as required.
• Perform other technical and operational duties as assigned.

Connaissances

Networking

IT infrastructure

Troubleshooting

Customer service

On-call support

Formation

Bachelor’s degree in IT/CS/Computer Engineering

Outils

Windows Server

Linux

TCP/IP

DNS/DHCP

VLAN/Routing

Description du poste

DUTIES AND RESPONSIBILITIES:

• Provide Level 2 support for client systems, networks, and infrastructure.

• Manage and resolve escalations from Level 1 Helpdesk.

• Troubleshoot hardware, software, network, and infrastructure issues.

• Analyze logs to identify root causes and implement solutions.

• Monitor system and network performance, availability, and health.

• Perform approved configuration changes, maintenance, upgrades, and migrations.

• Escalate complex issues to Level 3 engineers, vendors, or principals.

• Support incident management and critical incidents within SLA requirements.

• Provide technical guidance to Level 1 teams and timely client updates.

• Conduct preventive maintenance and infrastructure health checks.

• Document incidents, resolutions, configurations, and procedures.

• Improve knowledge bases, SOPs, and troubleshooting guides.

• Identify recurring issues and recommend preventive actions.

• Participate in on-call and after-hours support as required.

• Perform other technical and operational duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in IT, Computer Science, Computer Engineering, Electronics Engineering, or related field.

• 2–3 years of experience in technical support, network operations, infrastructure support, or systems administration.

• Strong knowledge of networking and IT infrastructure.

• Hands-on experience troubleshooting enterprise IT and network environments.

• Knowledge of TCP/IP, DNS, DHCP, VLAN and routing, LAN/WAN, and network troubleshooting.

• Working knowledge of Windows and/or Linux environments and basic server infrastructure.

• Strong analytical, troubleshooting, and problem-solving skills.

• Good communication, coordination, and customer service skills.

• Ability to work independently, prioritize incidents, and meet SLA requirements.

• Willing to participate in on-call and after-hours support.

• Willing to be temporarily assigned or deployed to other client sites as required.