Client Service Engineer (NOC L1)

MicroSourcing; United States; Remote; USD 6.300 - 9.400; Vollzeit

Benefits dieser Stelle

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Zusammenfassung

MicroSourcing is hiring a Client Services Engineer (NOC L1) to support clients remotely from the Philippines. You will diagnose and resolve first-level IT issues via phone, email, chat, and remote connections, focusing on SMB environments with backups and patching management.

The role requires 5+ years in end-user IT support within an MSP, strong backup tool experience, Windows Server and 365 proficiency, networking know-how, and solid English communication.

Qualifikationen

• At least 5 years of end-user IT support experience within a US-based MSP environment.
• Hands-on with two or more backup solutions (Acronis, Datto, StorageCraft or Veeam).
• Strong knowledge of Windows Server and Microsoft 365 apps.
• Solid networking knowledge (routing, firewalls) and troubleshooting across physical and virtual environments.
• High English communication proficiency (written and verbal).
• Familiarity with virtualization and cloud platforms (VMware/Hyper‑V, Azure, AWS, GCP) and patching technologies.

Aufgaben

• Serve as the initial contact for technical support and diagnose first-level issues via phone, email, chat, and remote support.
• Troubleshoot desktops, apps, email delivery, routing, servers, networks, and firewalls in SMB environments.
• Handle tickets from the North American team and respond to monitoring alerts.
• Monitor NOC alerts, client backups, and patching activities across client systems.
• Facilitate Backups and Disaster Recovery tests to ensure data protection and continuity.
• Escalate unresolved issues to appropriate escalation teams and maintain service reliability.

Kenntnisse

End-user IT support

English proficiency

Networking & Firewalls

VMware/Hyper-V

Azure

AWS

GCP

Backup & patching

BDR testing

ConnectWise Manage

N-able

Acronis

Datto

StorageCraft

Veeam

CompTIA A+

CompTIA Network+

CCNA

MCSA

Tools

ConnectWise Manage

N-able

VMware

Hyper-V

Azure

AWS

GCP

Jobbeschreibung

Position: Client Services Engineer (NOC L1)

Location: Philippines

Work setup & shift: Work From Home | Shifting

Why join MicroSourcing ?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Client Services Engineer (NOC L1), you will:

• Serve as the initial point of contact for technical support, diagnosing and resolving first-level issues through phone, email, chat, and remote support.
• Troubleshoot desktop, application, email delivery, routing, server, network, and firewall issues within small to medium-sized business environments.
• Handle tickets endorsed by the North American team and respond to issues detected by monitoring systems.
• Monitor and remediate Network Operations Center (NOC) alerts, client backups, and patching activities across client systems.
• Facilitate Backup and Disaster Recovery (BDR) tests to help ensure data protection and business continuity.
• Escalate unresolved technical issues to the appropriate support or escalation teams.
• Maintain service reliability by monitoring system performance and addressing potential technical issues proactively.

What You Need:

Non-negotiables

• At least 5 years of end-user IT support experience within a US-based Managed Service Provider (MSP) environment.
• Strong hands-on experience with at least two of the following backup solutions: Acronis, Datto, StorageCraft, or Veeam.
• Strong knowledge of Microsoft operating systems, including Windows Server, and Microsoft 365 applications.
• Understanding of networking concepts, including routing and firewalls, with experience troubleshooting hardware, software, and network-related issues.
• High English communication proficiency, both written and verbal.
• Understanding of virtualization technologies such as VMware or Hyper‑V, cloud platforms such as Azure, Google Cloud, or AWS, and backup and patching technologies.

Preferred skills/expertise

• Experience using MSP tools such as ConnectWise Manage and N-able.
• Familiarity with NOC monitoring, alert remediation, and proactive infrastructure monitoring.
• Experience monitoring client backups, conducting BDR tests, and managing system patching.
• Relevant IT certifications such as CompTIA A+, Network+, CCNA, or MCSA.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self – we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!