Technical Support Engineer

Strategem Ventures Management Inc.; Manila; On-site; PHP 350,000 - 520,000; Full time

Job summary

Strategem Ventures Management Inc. is seeking a Technical Support Engineer responsible for high-level user support, incident handling, and IT operations across the organization.

You will troubleshoot hardware/software, manage assets, and support network access for Windows, macOS, and Linux environments. The role involves incident management, endpoint deployment, and documentation, with collaboration on IT projects and change control.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
• Strong knowledge of Windows 10/11, Linux, and macOS.
• Experience in troubleshooting hardware, software, and network-related issues.
• Familiarity with ITSM platforms such as ServiceNow and Fresh Service.
• Understanding of Active Directory, Office 365, and endpoint security.
• Knowledgeable in security best practices, UAC/GPO, and basic scripting (PowerShell preferred).
• Knowledgeable in Hotel, Casino and ERP application.

Responsibilities

• End-User Support: Level 2/4 assistance for desktops, laptops, mobile devices, and peripherals.
• Incident & Request Management: Log, categorize, and resolve issues in ITSM platforms; ensure timely response and closure per SLA/SLO; escalate when needed.
• Hardware & Software Administration: Install, configure, and maintain Windows/macOS OS and business apps; deploy software via endpoint tools.
• Network & Systems Support: Basic network troubleshooting; manage user access (AD, Exchange, Office 365); assist VPN setup and MFA enforcement.
• IT Asset Management: Manage asset lifecycle; maintain asset records; perform endpoint security configuration per benchmarks.
• Documentation & Reporting: Create knowledge bases, troubleshoot guides, and report on tickets and system health.
• Project & Change Support: Assist in infra/projects; participate in testing, patch deployment, and changes; ensure change-management compliance.

Skills

Windows

Linux

macOS

ServiceNow

FreshService

Active Directory

Office 365

Endpoint security

PowerShell

ERP applications

Education

Bachelor’s degree in CS/IT

Tools

Tanium

Intune

SCCM

Job description

JOB BRIEF

• The Technical Support Engineer is responsible for providing technical assistance, troubleshooting, and problem resolution to end-users and stakeholders across the organization. This role ensures the efficient operation, stability, and security of IT systems by addressing incidents, managing service requests, supporting hardware/software, and performing root-cause analysis in alignment with ITIL best practices.

JOB RESPONSIBILITIES

End-User Support

• Provide Level 2/4 technical assistance for desktops, laptops, mobile devices, and peripherals.

• Diagnose and resolve issues related to OS, applications, network connectivity, and hardware.

• Support remote users via tools such as Quick Assist, RDP, VPN, and remote management platforms.

Incident & Request Management

• Log, categorize, and resolve issues in ITSM platforms such as ServiceNow or Fresh Service.

• Ensure timely response and closure of tickets based on SLA/SLO commitments.

• Escalate incidents to higher-level engineers when needed.

Hardware & Software Administration

• Install, configure, and maintain operating systems (Windows/macOS) and business applications.

• Deploy software using endpoint management tools such as Tanium, Intune, or SCCM.

• Perform inventory updates related to IT assets and peripherals.

Network & Systems Support

• Assist with basic network troubleshooting (LAN/WAN/Wi-Fi, switches, APs, printers).

• Support user access management (Active Directory, Exchange, Office 365).

• Assist in VPN setup, MFA configuration, and security policy enforcement.

IT Asset Management

• Support asset lifecycle processes (deployment, maintenance, retrieval, and secure disposal).

• Maintain accurate asset records aligned with audit and compliance requirements.

• Perform endpoint secure configuration based on NIST/ISO/CIS benchmarks.

Documentation & Reporting

• Prepare knowledge base articles, troubleshooting guides, and SOPs.

• Document incident resolutions and changes for CAB review.

• Provide weekly/monthly operational reports on tickets, systems health, and trends.

Project & Change Support

• Assist in IT infrastructure and productivity improvement projects.

• Participate in testing, patch deployment, and controlled changes.

• Ensure compliance with change management workflows.

JOB QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred)

• Strong knowledge of Windows 10/11, Linux, and macOS.

• Experience in troubleshooting hardware, software, and network-related issues.

• Familiarity with ITSM platforms such as ServiceNow and Fresh Service.

• Understanding of Active Directory, Office 365, and endpoint security.

• Knowledgeable in security best practices, UAC/GPO, and basic scripting (PowerShell preferred).

• Knowledgeable in Hotel, Casino and ERP application

Certifications (Optional but Preferred)

• CompTIA A+

• CompTIA Network+

• ITIL Foundation

• Microsoft 365 Certified: Modern Desktop Administrator

• Cisco CCNA (advantage)