IT Systems Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Diagnose and resolve issues related to Windows devices, Microsoft 365, network infrastructure, and VoIP systems.

• Act as the main technical authority and trusted advisor for clients.

• Oversee client communications, relationship-building, expectation management, and project outcomes.

• Organize and prioritize the ticketing system effectively.

• Manage warm transfer escalations appropriately.

• Develop and enhance knowledge base documentation.

• Serve as a liaison between clients and vendors to facilitate incident resolution.

• Engage in weekly team meetings and participate in team-led training sessions.

• Foster accountability, proactive service delivery, and exceptional customer support.

⛳️ Requirements

• Practical experience in troubleshooting, configuring, and managing Microsoft technologies.

• Familiarity with Windows Server, Active Directory, and Group Policies.

• Strong background in Microsoft 365, Hyper-V, DNS, and DHCP.

• Understanding of advanced networking principles.

• Capability to troubleshoot issues with firewalls, switches, and Wi-Fi networks.

• Outstanding customer service abilities and a knack for building trust and resolving challenging situations.

• Experience in creating internal documentation.

• Proficiency with Remote Access Solutions, including Remote Desktop and RemoteApps.

• Willingness to learn and a collaborative mindset.

• Availability to work from 9 am to 6 pm EST (New York City time zone).

🏝️ Benefits

• Access to top-tier tools and valuable documentation.

• Team-led training and exposure to the latest technology.

• Opportunities for career advancement.

• Support for ongoing professional development.

• A culture that values employee input and ideas.

• A collaborative team atmosphere.