Support Engineer (Santa Rosa, Laguna)

Responsibilities:
1. Must be able to clearly communicate via phone, email and instant messaging with end users and technicians.
2. Record, maintain and updates issues in the Incident Management system.
3. Keep customers informed on the status of their requests.
4. Resolution of level one issues - Following knowledgebase articles and procedures.
5. Document and submit problem resolutions to the knowledge database in order to assist other Support personnel with problem resolutions.
6. Escalate incidents to level2/level3 support.
7. Identify recurring issues.

Required Qualifications:
1. Understanding of the basics of Microsoft Server OS and Linux OS.
2. Network basics, such as TCP/IP, Ping, Trace Route.
3. Must be customer and detail oriented.
4. Available for multiple shifts, including afternoons and/or overnights.
5. Ability to work at US business hours, 12 a.m.-9 a.m. (Manila)

Desired Qualifications:
1. VMware knowledge.
2. Hyper-V knowledge.
3. 1+ Years of technical support or IT desk side support.
4. Fluent in English.
5. Willingness to learn new tools and technologies and take on new responsibilities as assigned.