Senior IT Support Engineer

Position Overview

Our business is fundamentally driven by technology, and the efficiency of our team relies heavily on having the right equipment and connectivity in place. We are seeking a dynamic individual who can transcend traditional IT roles and become a thought leader within the IT space.

The ideal candidate will possess a profound understanding of IT systems and operations. You should be adept at managing a variety of tasks, including the administration of multiple SaaS platforms, managing Google Workspace (experience with Microsoft and AWS is also acceptable), and remotely troubleshooting hardware issues—all while delivering exceptional customer service to your colleagues.

As part of a growing organization, your role will be pivotal in helping us scale and meet the expanding needs of our end users.

Employment Level: Senior Level

Employment Type: Full-time

Location: Philippines

Working Hours: 9pm to 6am PHT (APR-OCT) or 10pm to 7am PHT (NOV-MAR)

What you'll do

• Meet with the IT team regularly to discuss open issues, assign work based on open tickets, and review any pending work.
• Plan and implement improvements to our distributed environment, including preparing for upcoming security updates, streamlining the new employee onboarding process, and proactively monitoring remotely managed systems.
• Lead IT projects from start to finish, including creating project proposals, researching solutions, and working with internal teams or external vendors to successfully complete the projects.
• Collaborate with management to solve IT issues and provide recommendations.
• Monitor security incidents across all of our devices.
• Provide technical leadership to the support team on handling end user issues.
• Develop policies and procedures for recurring issues.
• Automate manual tasks by creating new tools or improving existing ones to help the team work more efficiently.
  
  

Who you are

• 5+ years of IT Helpdesk/Technical Support experience, including 2+ years in a Senior Helpdesk Technician or similar role.
• Experience with shipping logistics in the Philippines is a must.
• Extensive experience with Google Workspace, Microsoft 365, or AWS in a corporate setting, supporting both Mac and Windows OS, and providing remote support for global users.
• Skilled in remote troubleshooting of hardware/software (desktops, laptops, printers, mobile devices) and managing multiple tickets in high-pressure situations.
• Experience with endpoint management tools (SCCM, Jamf, Intune) in a cloud-first environment.
• Proficiency in scripting and automation (PowerShell, Bash, Python) is highly preferred.
• Strong documentation skills for technical procedures and knowledge bases, with experience in onboarding, training, and mentoring junior helpdesk staff.
• Excellent customer service and communication skills with both technical and non-technical users; fluency in English required.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus, and experience with ITIL or similar frameworks is advantageous.
• Ability to lift up to 49lbs. and stand/walk as needed with or without reasonable accommodation.
• Must have a working laptop/pc and internet and back-up connection.
• Agile professional who excels in a fast-paced environment and thrives on continuously pivoting strategies to drive business needs forward.

 

**The duties and responsibilities listed above describe the post as it is in general terms and are not definitive.  The job holder is expected to accept any reasonable alterations that may from time to time be necessary. **

 

What we offer you

Our benefits and programs are designed to make life better for you and your family...

• Enrollment in Philippine statutory benefits
• Healthcare reimbursement
• Company holidays to include all regular holidays declared by the Philippine government
• 14 days annual paid time off
• APAC First Friday speaker series where you can earn a bonus for presenting
• Ongoing career development opportunities, mentorship program, and more

#LI-Remote

 

Work authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the Philippines at hire and must maintain authorization to work in the Philippines throughout their employment with our company.

 

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Last updated on Aug 14, 2024