- Handling of own ticket queue, including start & end day processes
- Handling of the (Datto) monitoring alerts:
- Agents, AV, backup, networks, Server performance & capacity, desktop capacity, MFA, bitlocker, patching
- Backup Management/Maintenance/ Repair
- PC setups: RMM agent install, AV install, software config, Microsoft Deployment Toolkit (MDT), Configuration via InTune.
- Execution of more complex helpdesk tickets
- New user / exit user processes (M365, AD, internal documentation)
- Audits of software configurations (eg MFA, 365 config, security etc.)
- OS Patching / Maintenance
- Process & Site documentation updates
- Provide technical support to end users via phone and Email
- Troubleshoot and resolve hardware and software issues
- Maintain the help desk operations by tracking and responding to user inquiries in a timely manner
- Create and maintain help desk documentation
- Work closely with 3rd vendors to ensure timely resolution of customer problems
- Provide staff training and escalations
- Keep up with current technologies and best practices
- Perform other duties as assigned
- Escalation point for the team and L2/3 requests
- Onboarding and offboarding of managed service clients and toolset
- 5 Years IT help desk and/or maintenance.
- Experience with at least one monitoring/RMM system.
- Experience with IT ticketing systems, including SLAs, familiarity with ticket queues,
- ticket time entries.
- M365 experience, eg user setups, edits, and frontline support. MDM, Security, Defender.
- Some kind of backup tool experiences.
- Networking / Firewall experience.
- Experience and skills to be able to take on all escalations for the team.
- Microsoft certifications.
- Attention to detail
- A strong desire to help and work as part of a team.
- Ability to work independently and without supervision.
- Excellent Communications skills
- Autotask
- Datto RMM
- Datto backup
- Advanced Microsoft 365
- Advanced Desktop Support and Server Support
- Intune
- Powershell scripting
- Microsoft 365 Certified: Enterprise Administrator Expert
- Two-week FREE Accommodation for those relocating to Pampanga
- 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)
- HMO coverage for employee +1 FREE dependent on the first day of employment
- +1 additional FREE dependent per successful year of tenure (up to five (5) years)
- Tenure Incentive Program*
- FREE daily meal
- Referral Bonus of up to Php20,000.00
- ALL government mandated benefits
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6 araw ang nakalipas
Paglalarawan
Tier III Systems Engineer (MSP)ÂJob Location
Clark, Pampanga
Working Hours: 8/9:00am PHT start of shift for the 1st month or two
About the Job
