Technical Support Engineer - Tier I

SoftwareONE; Makati; On-site; PHP 360,000 - 600,000; Full time

Job summary

SoftwareOne is seeking a Technical Support Engineer Level 1 to join our MSP Technical Support team in Makati. The role involves frontline incident triage and resolution across Microsoft 365, Azure, and Intune, with escalation to Tier 2/3 as necessary.

You will work with enterprise customers who manage large-user environments, ensuring accurate documentation and clear communication throughout the lifecycle. The ideal candidate has solid IT fundamentals, strong communication skills, and a drive to

Qualifications

• AI 900 and Azure 900 certifications are required.
• Experience handling customer escalations in CSP/MSP environments.
• Experience with CSP/MSP services and enterprise customers.

Responsibilities

• Provide first-response support for Microsoft 365, Azure, Intune, and CSP services
• Own triage and resolution of Tier 1 incidents and coordinate with higher tiers as needed
• Accurately classify and document case types (break/fix, billing, provisioning, etc.)
• Guide customer IT teams through troubleshooting and configurations

Skills

Customer facing

Escalation handling

MSP experience

CSP services

Education

AI 900 Certificate

Azure 900 Certificate

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’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 esk…?
• 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