IT Systems Engineer II

JOB SUMMARY

Responsible for both end-user support and backend infrastructure management. Duties include resolving user software/hardware issues, managing accounts and devices, as well as administering servers, databases, and enterprise applications. Provides technical support and problem-solving across the IT environment. Collaborate with teams to ensure optimal system performance and end-user satisfaction.

DUTIES AND RESPONSIBILITIES

• Provide first and second-line technical support to end-users via phone, email, chat, and remote.

• Troubleshoot and resolve basic hardware and software issues.

• Assist with password resets, account creations, and access management.

• Document and track incidents, requests, and resolutions in a ticketing system.

• Escalate complex issues to Escalation or to the senior level teams.

• Install, configure, and update software applications.

• Perform system and network diagnostics to identify problems.

• Conduct basic network troubleshooting, such as connectivity issues.

• Assist with onboarding and offboarding of client and internal employees.

• Provide excellent customer service and ensure timely resolution of issues.

• Analyze system logs and error messages to identify root causes.

• Collaborate with escalation support to resolve issues.

• Perform advanced diagnostics and troubleshooting for servers and networks.

• Assist with system upgrades, patches, and migrations.

• Provide guidance and training to newly hired helpdesk engineers.

• Develop and maintain technical documentation and knowledge base articles.

• Participate in on-call rotations to provide after-hours support.

• Continuously update skills and stay current with industry trends and technologies.

• Willingness to be assigned overseas from time to time.

• Automate repetitive tasks and processes to improve efficiency.

• Assist with the implementation and management of monitoring and alerting systems.

• Collaborate with cross-functional teams (e.g., developers, network engineers) to resolve complex issues.

• Contribute to the development and implementation of disaster recovery and business continuity plans.

• Provide technical support and guidance for cloud-based infrastructure and applications.

• Participate in project planning and execution to ensure successful deployments.

• Assist with the design, implementation, and testing of new systems and applications.

• Provide technical support and guidance during project implementations.

• Participate in project retrospectives and lessons learned to improve future projects.

• Engage in self-directed learning to enhance technical skills and domain knowledge.

• Seek out and participate in training opportunities (e.g., online courses, certifications, industry events).

• Demonstrate a proactive approach to professional development and stay informed of industry trends.

• Share knowledge and best practices with the team to contribute to collective growth.

• Actively seek feedback from peers and managers to identify areas for improvement.

• Support various projects / migrations.

• Support Security Director monitoring and maintaining security initiatives.

• Proactively suggest new or alternate solutions to everyday IT and security issues.

SKILLS AND EXPERIENCE

Summary:

Experienced IT Systems Engineer Level 2 with a strong background in managing and maintaining complex IT infrastructure. Proficient in Microsoft technologies, cloud services, and virtualization platforms. Skilled in problem-solving, automation, and collaboration to ensure optimal system performance and availability.

Technical

• 4-7 years of experience in IT support or helpdesk, with expertise in Microsoft 365, Intune/Defender, Entra, and Azure Active Directory.

• With the knowledge of Windows Server, Active Directory, and server virtualization (VMware, Hyper-V).

• Advanced skills in managing and troubleshooting Windows desktops, including deployment, configuration, and user support.

• Experience in network administration and backup/recovery solutions.

• Familiarity with cloud technologies (Azure, AWS) and ability to integrate them with on-premises infrastructure.

• Expertise in automating IT processes using scripting tools like PowerShell.

• Strong problem-solving and analytical skills to identify and resolve complex IT issues.

• Excellent communication and collaboration abilities to work with cross-functional teams.

• Commitment to continuous learning and staying up-to-date with industry trends.

Non-Technical

• Good customer service and communication skills in written and spoken English.

• Able to perform duties in Makati City, Clark Pampanga, and Hong Kong office.

• Good team player.

• Willingness to be assigned to work abroad.