The L1 Technical Support Engineer will be the initial point-of-contact for troubleshooting Servers, desktops, software, network and monitoring service availability for our customers. In addition, he will be responsible for managing backups, antivirus, installation of Microsoft Patches, User and mailbox creation; Password reset; supporting connectivity

Main Duties

• Troubleshooting the issues related to Server Operating System
• Troubleshooting the issues related to desktop, laptops, printers and Microsoft Office applications
• Responding and diagnosing problems through discussion with users and supervisor
• Working closely with L2 team in Managing the Network, VMWare and Hyper-V Infrastructure
• Building, deploying and maintaining standard Windows updates and application installation packages
• Monitoring and managing the backups, Antivirus
• Monitoring customer’s IT infrastructure, connectivity, and availability
• Monitoring and managing the Azure Cloud Infrastructure, Microsoft 365 applications
• Keeping up-to-date with the latest security threats and being able to quickly respond or recommend course of action to IT management as threats arise
• Working on a scheduled rotation, providing off-hours emergency coverage for evenings, weekends and holidays

Experience, qualifications, and skills

• BS. in Computer Science or IT related field
• 5 to 6 years of Desktop and Server support experience
• Extensive knowledge of Microsoft Windows Servers, Active Directory, and Exchange administration, SQL administration are required
• Microsoft Certified System Engineer (MCSE) is Mandatory
• Basic network trouble shooting
• General understanding of ITIL Process
• Experience providing customer support for server application software in a multi-site enterprise
• Excellent customer service skills, including verbal and written communication skills
• Excellent organizational and troubleshooting skills
• Able to handle multiple tasks in a fast-paced environment
• Ability to create and maintain positive and professional business relationships with both internal associates.
• Proven diagnostic problem solving and solution development capabilities required
• Fluency in English & Tagalog