Technical Support Engineer - Tier I

SoftwareONE Philippines Corporation; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

SoftwareOne Philippines Corporation in Makati is seeking a Technical Support Engineer Level 1 to join our MSP Technical Support team. You will act as a front-line engineer handling Microsoft 365, Azure, Intune, and other CSP services, with direct access to escalation paths and Microsoft support channels.

Ideal candidates have solid IT fundamentals, strong communication skills, and a drive to learn cloud platforms in real-world enterprise environments.

Qualifications

• Must have AI 900 certificate.
• Must have Azure 900 certificate.
• Customer-facing / escalation handling experience is required.
• Previous CSP/MSP experience is preferred.

Responsibilities

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

Skills

Microsoft 365

Azure

Customer facing

CSP/MSP experience

Job description

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

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 escalte 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