Level 1 System Engineer

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

📋 Description

• Deliver first-level technical assistance and ensure prompt resolution of IT-related challenges for clients.

• Address tickets, phone calls, and emails utilizing PSA tools (ConnectWise / Autotask).

• Offer both remote and onsite support to end-users.

• Diagnose hardware, software, and network problems.

• Oversee and resolve service requests and incidents.

• Follow up on tickets and ensure compliance with service level agreements (SLAs).

• Appropriately escalate issues with thorough documentation.

• Create, manage, and maintain users in Active Directory & Azure AD, along with Group Policies, user permissions, and access controls.

• Support and administer Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive), email systems, archiving, and spam filtering.

• Install, configure, and maintain workstations, servers, operating systems, network devices (routers, switches, firewalls), printers, scanners, and peripherals.

• Provide support for VoIP and telephony systems.

• Monitor systems through RMM tools (Datto / Kaseya / NinjaOne).

• Implement and support endpoint protection (Sophos), firewalls, security systems, and intrusion detection/prevention systems.

• Conduct and oversee data backups (Veeam / Datto) and engage in disaster recovery planning and testing.

⛳️ Requirements

• A minimum of a bachelor's degree in Computer Science or a related technology field.

• At least 1 year of experience in a System Engineer, IT support, service desk, or similar technical support position.

• Strong English communication skills, both written and verbal.

• Exceptional multitasking and time management skills.

• Robust analytical and problem-solving abilities.

• A team player with a collaborative approach.

• Friendly, professional, and customer-focused demeanor.

• Proactive, dependable, and diligent work ethic.

• **Certifications (Preferred):**

• Sophos Certified

• MCP (Microsoft Certified Professionals)

• **Technical Expertise:**

• Administration and support of Microsoft Office 365.

• Experience with Windows Server environments.

• Familiarity with Active Directory management tools.

• Knowledge of virtualization technologies (Hyper-V).

• Experience in cloud server environments.

• Proficiency in ticketing systems (e.g., Autotask or similar).

• Understanding of VoIP systems.

• Knowledge of networking fundamentals (DNS, DHCP, TCP/IP).

• Experience with remote support tools (VPN, RDS, etc.).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and certifications.

• Flexible work hours and remote work options.

• Collaborative and inclusive company culture.