Systems Support Engineer, Level 1

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

📋 Description

• Deliver daily remote technical assistance to designated clients using ConnectWise, phone, and various other tools.

• Address and resolve service incidents in accordance with established procedures and service-level agreements.

• Record time, communicate, and manage tasks through ConnectWise Manage PSA and the chat support application.

• Collaborate with internal teams, vendors, and client representatives.

• Identify deficiencies in Standard Operating Procedures and develop or enhance processes.

• Install, configure, and troubleshoot applications for workstations, servers, and cloud environments.

• Assess incoming CTS and client technical requests, which includes responding to phone inquiries.

• Fulfill assignments given by the Service Delivery Supervisor and Service Delivery Coordinator.

• Document all tasks promptly and thoroughly in ITGlue, the ticketing system, and other relevant tools.

• Engage in one-on-one meetings with the supervisor to discuss performance and career aspirations.

• Keep accurate daily timesheet records.

• Achieve KPIs and metrics such as CSAT, ticket quality, timesheet accuracy, reliability, communication, and ticket SLAs.

• Provide timely, professional, and exceptional white-glove support to clients.

⛳️ Requirements

• Self-driven with outstanding time management abilities, capable of managing and adapting to evolving priorities and special projects in a rapidly growing environment.

• Excellent communication skills, characterized by being a good listener and an effective speaker; strong verbal and written communication capabilities.

• Over 2 years of experience in a customer-focused technical services setting, demonstrating a strong dedication to customer service; experience in an MSP is a significant advantage.

• Familiarity with networking protocols such as TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS.

• Proficient in WAN/LAN networking, encompassing routing, switching, security, and load balancing.

• Knowledgeable in WLAN technologies, including Meraki, UniFi, and Cisco.

• Experience with Microsoft Windows Server, Windows Desktop, and the Apple Ecosystem.

• Background in Network Attached Storage (NAS).

• Familiarity with Grand Stream or other Asterisk-based PBX phone systems.

• Competence with Android, iOS, Google Workspace, Entra, and Office365.

• Preferred: Background working for a Managed Service Provider (MSP) or IT Support Business.

• Preferred: Experience with MSP-related tools such as ConnectWise, Ninja, PRTG, and ITGlue.

🏝️ Benefits

• Paid Time Off

• Floating Holidays