Technical Support Engineer

Strategem Ventures Management Inc.; Metro Manila; On-site; PHP 502,000 - 837,000; Full time

Job summary

Strategem Ventures Management Inc. is seeking a Technical Support Engineer to provide Level 2/4 technical assistance, troubleshoot incidents, and support IT operations across the organization in the Philippines.

You will handle OS/app issues, remote support, ITSM logging, and SLA-compliant ticket handling. The role involves configuring operating systems, deploying software, managing assets, and assisting in network and security tasks according to ITIL standards.

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Assist in IT infrastructure and productivity improvement projects.
• Participate in testing, patch deployment, and controlled changes.
• Ensure compliance with change management workflows.

Skills

Troubleshooting

Customer Service

Communication

Problem Solving

Time Management

Team Collaboration

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Fresh Service

Tanium

Intune

SCCM

Active Directory

Office 365

PowerShell

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.
• 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)

Requirements

Customer Service Troubleshooting Technical Knowledge Communication Skills Problem Solving Product Knowledge Time Management Team Collaboration