Agent_Technical Support Engineer

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Who We Are:

Welcome to ContactPoint 360, the world’s fastest-growing global BPO.

At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

Technical Support Engineer

We are looking for a Technical Support Engineer to support customers using PRTG Network Monitor. You will serve as the first point of contact for IT professionals, helping them troubleshoot issues, configure monitoring environments, and optimize performance.

This role focuses on 1st to 2nd level support, covering everything from setup to more advanced monitoring scenarios.

Key Responsibilities

• Provide technical support via tickets, chat, and phone

• Troubleshoot and resolve PRTG issues (sensors, alerts, performance, configuration)

• Assist with installation and configuration of PRTG core server and remote probes

• Set up and manage devices, groups, sensors, and auto-discovery

• Work with monitoring protocols such as SNMP, WMI, SSH, and TCP/IP

• Configure sensor thresholds, triggers, dependencies, and alerting

• Set up and troubleshoot notifications and escalation workflows

• Create and support dashboards, reports, and visualizations (maps)

• Analyze logs, SNMP traps, syslog, and system data to identify issues

• Support monitoring across networks, servers, cloud, and virtualization environments

• Assist with advanced monitoring features and integrations

• Escalate complex issues with clear documentation and findings

• Collaborate with global teams and contribute to knowledge base content

• Ensure a high-quality customer experience through clear communication

Required Qualifications

• Bachelor’s degree in IT or related field (or equivalent experience)

• 3+ years in technical support, system administration, or IT operations

• Experience in a ticketing/support environment (Zendesk, ServiceNow, Jira, etc.)

• Hands-on experience with monitoring tools (PRTG, Nagios, Zabbix, SolarWinds)

• Understanding of network monitoring concepts and use cases

• Knowledge of SNMP, WMI, TCP/IP, SSH

• Familiarity with Windows Server and IT infrastructure

• Strong troubleshooting and analytical skills

• Ability to analyze logs and monitoring data

• Strong communication skills; fluent in English

Knowledge & Exposure

• PRTG installation, administration tools, and configuration workflows

• Sensor types, limits, triggers, dependencies, and performance tuning

• Advanced sensor technologies, including:

  • Custom sensors (script/API-based)

  • SNMP custom sensors, SNMP traps, syslog

  • Flow monitoring and Sensor Factory

• PRTG architecture and sensor strategy, including performance optimization and overload handling

• Notifications, alerting templates, and ticket integrations

• Design dashboards (maps), reports, and data visualizations

• PRTG clustering and high availability setups

• API integrations and automation use cases

• Monitoring:

  • Virtualization platforms (VMware, Hyper-V, Citrix)

  • Cloud environments (AWS, Azure, GCP)

  • Enterprise systems (SQL, email, backup, VoIP/QoS)

• Network devices (Cisco, firewalls, switches, storage systems)

• Basic scripting (PowerShell, Bash)

• Knowledge of ITIL or support best practices

What's in it for you?

• Great base salary

• Sign on Bonus of PHP 10,000

• HMO Medical Insurance

• Dental Coverage

• Paid Vacation and Sick leave

• 13th-Month Pay

• Career & Leadership Development Training Programs

• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Join our Amazing Team Today and Embrace Excellence Together!

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.