Support Engineer (Remote)

Salary: ₱40,000 – ₱50,000 per month

Key responsibilities

• Receive, categorise, prioritise, and track incidents and service requests in the ITSM system.

• Perform basic network checks across office and cloud connected environments, including connectivity, DNS, DHCP, VPN, and device availability.

• Review system alerts and perform first line checks on Windows endpoints, servers, virtual machines, services, and user access.

• Recognise security indicators such as suspicious sign-ins, endpoint protection alerts, and unusual account activity. Capture evidence and escalate promptly through the agreed incident process.

• Resolve standard issues and perform account or restorative actions only where an approved procedure and access authorise them.

• Monitor ticket progress, provide clear updates, and hand over unresolved issues with the checks performed and evidence collected.

• Follow customer specific support procedures, escalation paths, service levels, and shift handover requirements.

• Maintain accurate shift handovers, including:

  • Summary of ongoing incidents

  • Alert patterns or trends

  • Pending escalations and follow-ups

• Adhere to standard operating procedures (SOPs), runbooks, and response workflows.

• Contribute to the ongoing improvement of alert handling documentation and first-response playbooks.

• Remote support role with rostered coverage, including after-hours support where assigned.

Minimum Requirements

• Diploma or Degree in IT, Computer Science, or Cybersecurity

• 1–2 years experience in:

  • L1 IT support or SOC/NOC operations

  • Email-based alert triage and SIEM monitoring

• Working knowledge of:

  • Cloudflare (WAF, DNS, Zero Trust)

  • Sumo Logic or other SIEM platforms (Splunk, Sentinel, Wazuh, etc.)

  • Cybersecurity concepts (endpoint protection, phishing, MFA, patching)

  • Networking fundamentals (IP, DNS, traceroute, firewall basics)

  • Basic familiarity with Windows, Microsoft 365, Active Directory or cloud identity, server monitoring, and virtualised environments.

• Comfortable working night shift (typically 9PM–6AM SGT) in a remote 24x7 team environment

• Clear and concise documentation and incident communication skills

Desirable Skills

• Prior exposure to:

  • Cloudflare Dashboard or API logs

  • Exabeam or similar UEBA/XDR tools

  • Threat intelligence feeds (AbuseIPDB, GreyNoise)

• Experience with:

  • ManageEngine, ServiceNow, or other ITSM platforms

  • Endpoint detection tools (e.g., CrowdStrike, SentinelOne)

• Certifications (preferred but not required):

  • ITIL v4 Foundation

  • CompTIA Security+, Network+

  • Cloudflare Specialist Badges (WAF, Zero Trust)