Technical Support Engineer – IT Systems & Endpoints

Strategem Ventures Management Inc.; Metro Manila; Presencial; PHP 502.000 - 837.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Troubleshooting

Customer Service

Communication

Problem Solving

Time Management

Team Collaboration

Educación

Bachelor's degree in CS/IT

Herramientas

ServiceNow

Fresh Service

Tanium

Intune

SCCM

Active Directory

Office 365

PowerShell

Descripción del empleo

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.