Technical Support Engineer - Level 1

SoftwareONE Deutschland GmbH; Manila, Hinoba-an; On-site; PHP 400,000 - 700,000; Full time

Job summary

SoftwareOne is hiring a Technical Support Engineer Level 1 in Manila, Philippines. You will be the frontline for Enterprise and mid-market customers, handling break/fix, advisory, and service escalations for Microsoft 365, Azure, Intune, and CSP-managed services.

You will work with Tier 2/3 engineers, access Microsoft support channels, and follow internal SOPs to resolve issues while documenting actions clearly for customers.

Qualifications

• AI 900 and Azure 900 certificates are mandatory.
• Customer-facing / escalation handling experience required.
• Previous CSP/MSP experience preferred.

Responsibilities

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

Skills

Customer facing

Escalation handling

CSP/MSP experience

Microsoft 365 knowledge

Education

AI 900 Certificate

Azure 900 Certificate

Job description

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.

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’ll work 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 communication skills, 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
• Previous CSP/MSP experience

Job Function

Services

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [e-mail].

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.