It Support Engineer, Makati

Last update 2024-02-27
Expires 2024-03-27
ID #2003342825
It Support Engineer, Makati
Philippines, Metro Manila, Makati,
Modified January 22, 2024


Role Summary You will be the point of escalation for all IC1 support engineers.

An active technical resource on IT-related projects, creating knowledge, and instructional articles, contributing to IT service processes, standards, and policies, and providing Executive-level support.

What You Will Do Interact with customers through video calls, chat, email, or in-person to triage and resolve tickets using existing knowledge.

Follow established Standard Operating Procedures (SOPs) for IT processes.

Support onboarding of new employees Actively manage day-to-day tickets and workloads, including clear ticket notes Know how an ITSM platform is used within the IT service organization and provide suggestions for improvements Provide escalated technical support.

Work with the Asset Manager, and maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors to fulfill the stock needs.

Identify key barriers/core problems and apply problem-solving skills to resolve complex situations.

Providing training and guidance to our customers on how to use various IT tools and applications effectively.

What You Will Bring In-depth knowledge of either Mac and/or PC OS environments, In-depth knowledge and ability to troubleshoot common productivity tools, such as O365, Email, Zoom, etc.

and effectively use these tools, offer technical support, and devise solutions based on MAC and Windows technologies Possess a robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with Laptops, Desktops, Printers, Mobile Phones, and peripherals.

A Network knowledge which includes understanding the network principles, with an ability to use networking troubleshooting tools such as ping, traceroute and Wireshark to troubleshoot network connectivity issues.

Familiarity with technologies such as VPN, LAN, WAN, and wireless networks.

Comfortable troubleshooting, Filer and print server administration, Windows Server, and Exchange connectivity.

Strong awareness of device management tools for example Intune and JAMF and user directories (Microsoft Entra ID and Server AD)Strong Audio-Visual (AV) and Collaboration related skills and knowledge.

Ability to train set up and troubleshoot AV equipment for meetings, presentations, and events.

Strong understanding of Security – Anti Virus, Encryption (Bit Locker), awareness of password policies and Malware Awareness of cloud computing environments and web-based applications.

Strong communication skills in English both written and verbal.

Excellent customer service orientation.

Effective problem-solving skills and proactive attitude.

Handling VIPs/SMT and Customer escalations Strong analytical and logical skills, problem-solving, and diagnostics skills.

The ability to work alone and in a team as required.

Provide ticket & communication updates, and contribute towards improvement that adheres to our standards.

Assist in Project related activities as required.

Ensure that all knowledge base documents related to Known Errors and Workarounds are created and reviewed.#LI-FC1#B1#LI-Hybrid Ready to Join Us?At Sophos, we believe in the power of diverse perspectives to fuel innovation.

Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description.

We challenge that notion.

Your unique experiences and skills might be exactly what we need to enhance our team.

Don't let a checklist hold you back – if you're passionate about cybersecurity and ready to contribute, we encourage you to apply.

We're excited to explore how your individuality can shape the future of our company.

About Us Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyber threats.

Powered by threat intelligence, AI, and machine learning from Sophos Labs and Sophos AI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks, and endpoints against ransomware, malware, exploits, phishing, and a wide range of other cyberattacks.

Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors.

Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide.

Sophos has major hubs around the globe.

More information is available at.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: It support engineer

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