IT Support & NOC Engineer
HireArchiMetro Manila, Philippines14 days ago
Job type
- Quick Apply
Job descriptionStrong Customer Service Skills and Helpdesk experience NOC Experience Thorough understanding of computers (both Windows & MAC OSX preferred) Experience with email systems and understanding of Active Directory & Network troubleshooting is required Support of enterprise applications (proprietary or otherwise) is desired Solid understanding of networking fundamentals, protocols, and network infrastructure (TCP / IP, routing, switching, firewalls) Experience with network hardware such as routers, switches, and firewalls Proficiency in network monitoring tools and software Knowledge of server and application monitoring and maintenance Familiarity with operating systems, including Windows. Ability to troubleshoot and resolve network, server, and telecom issues promptly Monitoring and Analysis : Regularly monitor dashboards for system backups, RMM tool alerts, and the ticketing system to detect and respond to potential issues in real-time. Alert Management : Analyze and prioritize alerts, categorize their severity, and resolve or escalate to relevant teams or personnel for further action. Backup Oversight : Ensure all scheduled backups are successfully completed and troubleshoot any backup failures. Process incidents and requests via telephone and email Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours Identify and escalate tickets to TTI management or appropriate support groups when needed Document issues and troubleshooting steps concisely in the ticketing system Follow up on open issues with escalation groups to provide updates to the customer Familiarity with common software installations (i.e., Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps Analyze information about the users' issues and determine the best way to resolve these issues Network monitoring tools Network hardware such as routers, switches, and firewalls Windows server, Active Directory, DNS, DHCP, and Group Policy High Proficiency in providing support and troubleshooting Windows 10 and macOS Microsoft 365 : Active Directory, Outlook, Excel, Word ITSM Ticketing System : ServiceNow, Connectwise Collaboration Tools : Teams, Slack, or Zoom Contact Center / Call Center VOIP : 8x8, Cisco, Mitel
Employer : An MSP company located in Burbank, California, USA
Work Setup : Remote
Working schedule : Either PST or EST (Days & Time : TBD)
Salary : $1,500 - $1,700 monthly
Benefits :
- 13th Month Pay
- HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
- Personal Time Off (After a 90-day probationary period)
Requirements :
Duties & Responsibilities :
Technology knowledge and support experience required :
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It Support Engineer • Metro Manila, Philippines
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