System Engineer AU IT Services Hybrid

What are we looking for?

Purpose of this role is to provide front line response, support and troubleshooting for clients requesting support through our IT Service Desk. Support provided will be via email, live chat, telephone and remote device control. Alongside incident response there will be requirement to perform service requests including moves, adds and changes for users and associated end user compute services.

Skills Required

• 3+ years of experience in an IT support role, with experience working with Microsoft 365 and managed services.
• Knowledge of Microsoft 365 administration, including Exchange Online, Teams, OneDrive.
• Proficiency in Windows Desktop OS, local networking and Wi-Fi and common End User Devices.
• Demonstrated ability to troubleshoot complex technical issues and implement effective solutions.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong commitment to delivering high-quality customer service and maintaining positive client relationships.
• Ability to work collaboratively in a team environment, providing mentorship and support to junior staff and peers.
• Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
  
  

• Provide telephone, email and remote support to all IT Clients and Internal Staff, ensuring all issues are logged, responded to and resolved within agreed timeframes
• Provide escalated support and technical guidance to the Triage Teams
• Ensure tickets are responded to and actioned against KPIs
• Ensure Tickets are being completed against KPIs
• Ensure that Tickets are being managed, followed up and escalated within agreed timeframes
• Respond to and Escalate Critical Incidents
• Work closely with Triage and other Service Desk engineers to provide guidance and training, ensuring consistent service quality, and with our team of senior engineers on escalation management.
• Maintain and update technical documentation, including troubleshooting guides, standard operating procedures, and knowledge base articles.
• Provide onsite support when required to local IT Clients
  
  

• Hybrid Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA