Client Service Engineer / Hybrid-Eastwood / Shifting

Discover your 100% YOU with us!

Position: Client Service Engineer
Location: Global One Building, Eastwood, Quezon City
Work setup & shift: Hybrid | Shifting Schedule

Why join us?

You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Client Service Engineer, you will:

Respond to resolving technical issues from being the initial point of contact, diagnosing and resolving issues for clients on a level 2 to 3 support standpoint
Engage with the customers via phone, email, and remote chat
Troubleshoot system problems such as end user desktop, application, mail delivery, routing, server, network, and firewall issues etc
Handle After Hours ticket endorsements from the North American team
Monitor and remediate NOC/SOC alerts
Monitor and remediate backup alerts and facilitate BDR tests
Monitor and remediate patching alerts for all clients
Escalate unresolved issues to relevant escalation groups

What You Need:
Non-negotiables

Minimum of 7+ years as a Level 2 or level 3 Engineer in a US/UK/Canada/Australia Managed Service Provider environment (Multiple Clients)
High English communication proficiency both written and verbal.
Very strong knowledge of Microsoft Operating Systems including Windows Servers, and Office 365 Applications
Very strong knowledge in Virtualization (VMware / Hyper-V) and Cloud (Azure/Google Cloud/AWS)
Very strong knowledge in Networking and Firewalls (Fortigates, SonicWall, Palo Alto, Cisco)
Experience with MSP tools such as Connectwise Manage, N-able, is desirable.
Experience with backup solutions like Acronis, Datto, Storage Craft, Veeam is a plus
IT Certifications is a plus: Comptia A+, Network+, CCNA, MCSA etc

Preferred skills/expertise

7 plus years in a fast-paced environment, working as part of a team to accomplish goals as well as responding to incidents.
Working for a multi-client MSP environment