Senior IT Support Engineer
Summary
Provides on-site and remote IT support in a hybrid Makati City role: resolving helpdesk tickets within SLA, handling hardware/software setup, onboarding/offboarding, and internal IT infrastructure (LAN/WAN, cabling, servers) under strict PCI DSS compliance. Stack includes Windows 10, Office 365/Google Workspace, Ubiquiti/pfSense/Fortinet, TCP/IP, and BGP.
About the role
The primary responsibility of the Sr. IT Support Engineer is to provide world-class IT support by responding to tickets and requests professionally and promptly, resolving tickets and requests efficiently, ensuring all underlying issues are addressed while also making sure SLA is always met if not exceeded, performing IT-related ad-hoc tasks professionally and effectively, provide both on-site and remote support as needed and maintain strict compliance of PCI DSS security guidelines. They are also responsible for handling the IT infrastructure within the organization, including the physical network such as LAN/WAN, structured cabling, servers, business support systems, and end-user support.
Key responsibilities
Respond and resolve tickets, requests and all issues raised to the IT team in a professional and timely manner, making sure SLA and commitments are met if not exceeded, providing timely updates to end-users if needed.
Hardware support and configuration (i.e., Laptop, Desktop, Monitor, Mouse, Keyboard, Printer, etc.)
Software support and configuration (i.e., Windows 10, Office 365, Google Workspace, etc.)
End-to-end onboarding support (i.e., hardware procurement, configuration and inventory management, account creation, access management, etc.)
End-to-end offboarding support (i.e., hardware movement and inventory management, access management, etc.)
Manage PC setup and deployment for new employees using standard hardware, images, and software.
Assign users and computers to proper security groups and maintain security restrictions.
Perform workstation hardware and software upgrades as required.
Ensure strict compliance with PCI DSS requirements.
Subject Matter Expert and point of escalation for most, if not all, IT Helpdesk-related tasks/processes.
About you
Bachelor's degree in Information Technology, Computer Science, Information Systems, and other related fields.
Minimum of 4 years' experience in an IT Support, Infra Support role
The ability to install, configure, and maintain multi-layer switches and routers.
Knowledge of Firewalls Ubiquity products (UDM pro, PFSENSE, and Fortinet).
Strong knowledge of TCP/IP.
Knowledge of routing and routing protocol BGP.
Relevant experience with ESET or other antimalware solutions.
Intermediate to advance computer hardware and software troubleshooting.
Inventory Management knowledge
Strong interpersonal communication skills.
Work Set-Up
Hybrid (2x - 3x per week)
Misdhift schedule