Technical Support Engineer (Philippines)

Description

Great opportunity to join a Managed Services Provider located in Cayman Islands. This role will join a team based in the Philippines and provide remote support to clients in Cayman Islands, Puerto Rico & US.

The Technical Support Engineer is responsible for supporting and maintaining systems to ensure uninterrupted workflows, handling incident management, and providing top-tier technical solutions to client. The ideal candidate will have a passion for optimizing IT infrastructures, preventing downtime, and improving system performance. You’ll work closely with clients, ensuring that infrastructure is designed and maintained with security and efficiency in mind.

Responsibilities:

• Provide tier-3 technical support to clients on a 24/5 basis, ensuring minimal downtime and smooth operations across various infrastructure systems.
• Perform migrations for legacy systems to cloud platforms, to increase efficiency and reduce maintenance costs for clients
• Manage and resolve complex incidents, following established ITIL frameworks and incident management best practices to ensure timely and effective resolution.
• Perform routine maintenance checks and schedule software updates to maintain system integrity, security, and performance.
• Collaborate with cross-functional teams to design, implement, and optimize network systems, both virtualized and cloud-based, aligned with business objectives.
• Troubleshoot server hardware, network design, and virtualization technologies, offering expert-level support to ensure minimal disruption to client operations.
• Actively monitor the infrastructure to proactively identify potential issues and address them before they impact clients’ business operations.
• Support cloud infrastructure management and ensure systems are running efficiently and securely, adhering to best practices.
• Develop and maintain technical documentation detailing infrastructure design, troubleshooting procedures, and implementation guidelines.
• Assist clients with hardware/software concerns and provide preventive measures to avoid recurrence of issues.
• Implement creative technical solutions in collaboration with customers and internal teams to address unique challenges.
• Maintain high levels of customer satisfaction through effective issue resolution and proactive service delivery.

Requirements:

• 7+ years experience in a similar role
• Expertise in incident management, troubleshooting, and server hardware support.
• Must be fluent in English, written and verbal
• Strong knowledge of virtualization technologies and cloud infrastructure management.
• Familiarity with ITIL Framework and experience in implementing it within an organization.
• Ability to manage and troubleshoot complex IT systems remotely.
• Strong communication skills, with a customer-first mindset and the ability to collaborate effectively across teams.
• High attention to detail and the ability to resolve issues efficiently while maintaining operational continuity.