Advanced Support Engineer

Join our team as an Advanced Support Engineer!
In this role, you will play a key role in delivering results on our Support Team. You will be responsible for promptly resolving escalated issues and requests, understanding clients' systems and infrastructure, creating and maintaining internal and client documentation, and conducting technical training activities for Lenet's team members. You will also work closely with other departments and operations teams to enhance communication and provide relevant technical expertise.
Lenet offers a wide range of technology services, including network support, cybersecurity, user support, and cloud management. We are a fast-growing IT company looking for an Intermediate Support Engineer to join our team.
Job Responsibilities
Promptly resolve escalations and complex technical help desk issues.
Handle complex and privileged systems configuration updates.
Work closely with the Service Dispatcher and Service Manager to ensure clients receive consistently best-in-class support experiences.
Gain and maintain a thorough understanding of clients' systems and infrastructure.
Create, update, and maintain internal and client documentation.
Assist in leading training sessions for support engineer team members and other members of Lenet’s team.
Provide technical guidance and support to junior engineers. Use escalations as teachable moments to “level up” junior team members.
Identify recurring technical issues, find the root cause, and work with senior engineers to devise remediation plans.
Work with Lenet’s Business Development team to create technical scopes of work for project proposals.
Gain familiarity with Lenet’s operational processes and improve them in conjunction with the Service Manager.
Stay updated with industry trends and best practices to enhance support services.
Profile
Education: Associates or Bachelors degree in relevant IT field
Qualifications:
Outstanding oral and written in English communication skills
French speaking is a plus
Detail-oriented and an attentive listener
Excellent organizational and multitasking skills
Excellent customer service skills
Ability to prioritize and meet deadlines
A team player with a high level of dedication
Familiarity with Microsoft 365 or Google Workspace administration and Windows Server/Active Directory is a must.
Familiarity with VMWare or a similar virtualization platform is a plus.
Familiarity with PSA/ticketing system software, remote management software, or other relevant MSP software is a plus.
Benefits:
Medical & Dental (Intellicare)
Quarterly Bonus on performance
Internet Reimbursement
VTO - Vacation Leaves (increase per year)
Government Contributions - SSS, Pag-IBIG, Philhealth
The company provides hardware equipment/ laptop.
This is a remote position open only for Cebu applicants.