Technical Support Engineer II

Quezon City - Philippines

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Work Setup: 100% Onsite

Location: Eastwood

Schedule: Flexible / Shifting schedule

Responsibilities:

Monitor and triage incoming support cases via a shared queue.
Prioritize and resolve quick-win issues to meet response and resolution SLAs.
Identify and escalate Severity 1 cases following established protocols.
Maintain and update backlog cases with clear structured documentation.
Participate in weekend/on-call support as per the rotation schedule.
Troubleshoot issues related to Linux systems basic networking virtualization and cloud environments.
Reproduce customer issues in lab environments and provide detailed findings to R&D when needed.

Non-negotiable Requirements:

Prior Enterprise Customer experience (supporting global clients or customers not internal users)
Prior direct experience working for vendors and supporting paying customers. (example of vendors include Cisco Palo Alto Checkpoint Sophos etc.)
Proven experience hands-on with the networking devices (basic) security devices and a good grasp of the Linux Operating system
A minimum of 4 to 5 years of knowledge/prior experience in Linux Operating System is required.
Global support experience working with internal and external stakeholders is a requirement.
Excellent communication skills.
Basic knowledge of any Scripting Languages like Bash PowerShell and Python would be nice to have.
*** Stake holder management experience

Work Setup: 100% Onsite Location: Eastwood Schedule: Flexible / Shifting schedule Responsibilities: Monitor and triage incoming support cases via a shared queue.Prioritize and resolve quick-win issues to meet response and resolution SLAs.Identify and escalate Severity 1 cases following established ...