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    Tier 2 Support Engineer - Metro Manila, Pilipinas - Microsourcing Philippines Inc

    Microsourcing Philippines Inc
    Microsourcing Philippines Inc Metro Manila, Pilipinas

    Natagpuan sa: Foundit PH A2 - 6 oras ang nakalipas

    Microsourcing Philippines Inc background
    Paglalarawan
    With over 8,000 professionals across 9 delivery centers in the Philippines, MicroSourcing remains the country's largest offshoring solutions provider.

    Tier 2 Support Engineer, be 100% YOU with MicroSourcing

    A Tier 2 Support Engineer is expected to:    · Deliver world-class end-user technical support through Adlumin's ticketing portal.
    · Handle and prioritize Tier 2 customer support escalations, troubleshoot integration issues and ensure proper routing to appropriate teams.
    · Provide initial triage for commonly asked questions on basic user functions.
    · Manage user accounts, including account creation, permission assignment, and password resets.
    · Create new customer tenants.
    · Respond promptly to customer inquiries regarding product functionality or system issues, gathering pertinent details to assess and formulate action plans for resolution.
    · Escalate incidents that require further support according to service level agreements (SLAs).
    · Keep users informed of incidents or service request status updates.
    · Document all communication and maintain an accurate record of triage actions within our issue management system.
    · Effectively prioritize customer issues, identifying and escalating critical matters as necessary.
    · Collaborate closely with Customer Success Managers, Engineering, Pre/Post Sales Engineering, and Sales teams to deliver exceptional support.

    What it takes to be part of our team:
    Technical Skills:     · Strong foundation in technical support fundamentals.
    · Proficiency in Windows Operating Systems (Domain Controllers, Active Directory, Windows end-user operating systems).
    · Experience troubleshooting various technical issues.
    · Intermediate knowledge of email systems.
    · Basic understanding of API, Endpoint Security, and Logging.
    · Experience with basic Scripting languages, i.e. bash, python, powershell
    · Familiarity with M365 Business Suite.
    · Intermediate networking experience to include Firewalls, Routers, Switches, IDS/IPS, DNS, VPN, AWS, etc.
    · Any cybersecurity experience
    Soft Skills: · Excellent customer service abilities.
    · Empathy and the ability to relate to end-users.
    · Proven collaboration and communication skills.
    · Patience in handling customer inquiries and providing clear explanations.
    · Passion for delivering exceptional support.
    · Strong written communication skills, ensuring clear and concise correspondence.
    · Teamwork mindset, thriving in a Tier 1 environment that requires close collaboration with colleagues across support teams, often in a fast-paced and pressurized setting.
    What's in it for you
    • Competitive Total Rewards (Compensation, HMO, Group Life Insurance, and Performance bonuses)
    • A very collaborative work culture
    Find a balance between work and life that fits you. Do what you do best with MicroSourcingFor more information, visit
    *Terms & Conditions apply
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