Technical Support Engineer - Level 1

SoftwareONE Philippines Corporation; Manila; On-site; PHP 300,000 - 460,000; Full time

Job summary

SoftwareOne Philippines Corporation is seeking a Technical Support Engineer Level 1 within its MSP Technical Support team. You will be the first line of escalation for enterprise and mid-market customers, handling Microsoft 365, Azure, Intune, and CSP-managed services with deep technical analysis and coordinated escalation.

You will work closely with Tier 2/3 engineers, access Microsoft support channels, and grow your cloud platform skills in real-world environments.

Qualifications

• Certification in AI 900 and AZ-900 must have.
• Customer-facing/escalation handling experience required.
• Previous CSP/MSP experience is a plus.

Responsibilities

• Provide first-response support for Microsoft 365, Azure, Intune, and CSP services.
• Own triage and resolution of Tier 1 incidents, escalating as needed.
• Document cases accurately and communicate status to customers.

Skills

Microsoft 365

Azure

Intune

Customer-facing

Escalation handling

Education

AI 900

AZ-900

Tools

Microsoft Admin Center

Case management platforms

Job description

Why SoftwareOne?

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

The role

Role Overview

• The Technical Support Engineer Level 1 is the role within SoftwareOne's MSP Technical Support team, but this is not a traditional help desk position. Our Tier 1 engineers are the first point of escalation for enterprise and mid-market customers - organizations that typically have internal IT teams supporting 3,500+ users. By the time cases reach us, they’veoften been triaged internally and require deeper technical analysis, escalation coordination, or Microsoft engagement.
• As a front-line engineer, you will handle a mix of break/fix issues, advisory support, and service escalations across Microsoft 365, Azure, Intune, and other CSP-managed services.You’llwork in a collaborative support environment alongside Tier 2/3 engineers, with direct access to Microsoft support channels, internal escalation paths, and tooling.
• This is an ideal role for someone with solid IT fundamentals,strong communicationskills, and a drive to learn cloud platforms in real-world enterprise environments.

Roles and Responsibilities

• Provide first-response support for Microsoft 365, Azure, Intune, and other CSP services
• Own the triage and resolution of Tier 1 incidents, or elevate appropriately to Tier 2, Tier 3, or Microsoft
• Accurately classify and document case types (break/fix, billing, provisioning, advisory, etc.)
• Guide customer IT teams through troubleshooting, usage questions, and standard configurations

Ticket Management & Communication

• Maintainaccurate, professional ticket documentation for all actions taken
• Keep customers informed of issue status, action items, and next steps throughout the case lifecycle
• Monitor Microsoft Admin Center service health alerts and initiate response actions for impacted customers

Collaboration & Escalation

• Follow internal SOPs for Microsoft Premier support escalations
• Partner with Tier 2 and Tier 3 engineers to gain exposure to complex issues and escalation logic
• Coordinate with Licensing, Operations, and Account teams for account-specific situations (e.g., billing confusion or onboarding issues)

Learning & Growth

• Participate in regular training on:
  • Microsoft cloud technologies and support boundaries
  • Internal systems and escalation workflows
  • Licensing fundamentals (CSP, NCE, M365 product SKUs)
• Build fluency in Microsoft portals, administrative tools, and case management platforms

What we need to see from you

• AI 900 Certificate (must have)
• Azure 900 Certificate (must have)
• Customer facing / escalation handling experience
• PreviousCSP/MSP experience

Job Function

Services