Support Engineer

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

📋 Description

• Become the primary expert for our clients, expertly troubleshooting an array of issues from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.

• Take charge of client communication, establishing rapport, managing expectations, and ensuring that each interaction concludes positively.

• Manage your ticket queue with accuracy, effectively prioritizing tasks and handling warm transfer escalations with a composed and confident demeanor.

• Contribute to a functional knowledge base by creating and refining documentation that empowers the entire team to excel.

• Serve as a liaison between clients and vendors, driving incident resolution and ensuring seamless support throughout the process.

• Collaborate with the team in weekly meetings and team-led trainings, helping to advance both your personal development and the company's progress.

• Lead by example, maintaining our commitment to accountability, proactive service, and exceptional customer support.

⛳️ Requirements

• Practical expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.

• Significant experience with Microsoft 365, Hyper-V, DNS, and DHCP.

• Proven knowledge of advanced networking principles with the ability to troubleshoot firewalls, switches, and Wi-Fi.

• A strong passion for outstanding customer service and a demonstrated ability to build trust and resolve challenging situations.

• A history of creating comprehensive internal documentation that aids your colleagues in their growth and learning.

• Familiarity with Remote Access Solutions such as Remote Desktop and RemoteApps.

• A willingness to learn and a collaborative mindset—you thrive on helping others progress.

🏝️ Benefits

• Access to top-tier tools and documentation that are genuinely useful, placing solutions right at your fingertips.

• Genuine opportunities for advancement through team-led training and exposure to cutting-edge technology.

• A company that recognizes initiative, values growth, and supports your professional development.

• A team that listens, learns, and collaborates to achieve success together.