Infrastructure Support Technician
Job Location:
Makati City - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
As an Infrastructure Support Technician I you will provide technical support for customers with technologies including Microsoft 365 Azure Windows Server VMware vCenter Virtualization/VDI platforms NinjaOne and LogicMonitor within a Managed Services environment. This person will respond to incidents process service requests perform troubleshooting of unresolved issues for customers and internal Arraya systems and assist with operational maintenance activities.
This position reports to the Infrastructure and Security Manager Managed Services.
Responsibilities
Respond to and resolve incidents and service requests within defined SLAs
Identify and troubleshoot issues related to Microsoft technologies including servers workstations and cloud environments
Perform routine maintenance tasks including patching monitoring remediation backup validation and routine infrastructure maintenance activities
Provide technical assistance for supported technologies including Active Directory Microsoft 365 Azure Windows Server VMware vCenter NinjaOne LogicMonitor Intune and related infrastructure platforms
Investigate alerts logs and security-related events within Microsoft 365 Microsoft Purview Azure and related systems
Assist with Intune device management endpoint configuration compliance policy deployment and troubleshooting activities across Microsoft cloud and endpoint management platforms
Monitor and assist with backup operations validation troubleshooting and remediation activities using platforms such as Druva and Veeam Backup & Replication
Manage assigned ticket workload and provide timely customer updates Maintain customer knowledgebase and update documentation as required Participate in On-Call rotation
Escalate issues with detailed troubleshooting context and supporting information Confidential - Arraya Solutions Inc.
Expectations
Maintain >90% ticket SLA adherence and consistent accurate time entry completion throughout the work week
Demonstrate sound judgment regarding issue resolution and escalation paths
Maintain accurate and complete ticket documentation including problem statements troubleshooting steps and resolution summaries
Update documentation and knowledgebase articles for new issues and environment changes as required
Follow established operational procedures runbooks escalation paths and platform standards
Provide clear concise and customer-friendly communication to customers and internal teams
Demonstrate the ability to prioritize workload and manage multiple customer requests effectively
Maintain professionalism accountability reliability and attention to detail in day-to-day responsibilities
Progress toward Tier II-level troubleshooting capabilities and continued technical development
Complete at least one technical certification within 12 months related to Azure Microsoft 365 virtualization backup or security technologies
Preferred Qualifications and Experience
2 years of experience working within a Managed Services Provider (MSP) environment strongly preferred
Successful candidates must be comfortable operating in a fast-paced Managed Services environment and capable of independently managing ticket workload customer communication and standard troubleshooting responsibilities within the first several weeks of employment
Experience supporting Microsoft enterprise solutions including Microsoft 365 Azure AD Windows Server Active Directory Intune and endpoint management platforms
Experience using patch management RMM and deployment platforms such as NinjaOne Datto RMM ManageEngine WSUS and SCCM
Experience with virtualization technologies including VMware vCenter and VDI environments
Experience with monitoring RMM and operational support platforms including NinjaOne and LogicMonitor
Experience supporting backup and recovery platforms such as Druva and Veeam Backup & Replication
Experience reviewing logs alerts and security-related events within Microsoft 365 Microsoft Purview Azure or similar cloud platforms
Demonstrated ability to manage workload and prioritize based on customer needs
Excellent communication documentation and customer-facing skills
Demonstrated ability to support users and troubleshoot problems remotely Confidential - Arraya Solutions Inc.
Demonstrated ability to communicate and collaborate effectively with other team members
Desire to learn emerging technologies and pursue technical certifications related to supported platforms
Preferred Certifications
Microsoft Certified Azure Fundamentals
Microsoft 365 Certified: Fundamentals
VMware Certified Technical Associate
Microsoft Certified: Security Compliance and Identity Fundamentals
Education
High school diploma or equivalent
Position Type and Expected Hours of Work
Full-Time
Remote
40 hours per week
Monday through Friday
Occasional travel to Arrayas Managed Services facility
Work is performed in a 247 operations environment with On-Call participation
Required Skills:
Must-Have Skills (Core Requirements) AI & Automation: Advanced daily use of AI tools (Claude Perplexity ChatGPT etc.) and strong prompt engineering skills. ABM Platforms: Hands-on experience with Marketo (or equivalent MAP) and CRM sequencing tools like D365 Marketing. Sourcing Tools: Proficiency with contact sourcing tools such as or equivalent. B2B Strategy: Strong understanding of ABM strategies (1:1 1:few 1:many) and long-cycle B2B sales cycles. Experience: 2 years in B2B marketing demand generation SDR or account research. Non-Negotiables Technology Stack: Proficiency in Microsoft 365 (Teams Outlook SharePoint Excel Power BI) is required; candidates without this experience will not be considered. AI Fluency: Must demonstrate hands-on professional AI usage (not theoretical) and reach Claude AI automation capability within 60 days. Active AI Use: Must actively use the specified AI stack (Claude ChatGPT Copilot Gemini NotebookLM Perplexity). Availability: Must be able to meet either the full US hours or the mandatory 8:00am10:00am PST overlap Nice to Have Intent Data Tools: Experience with 6Sense Demandbase or Bombora. Advanced Automation: Experience with Clay Apollo Power Automate or Python. Industry Experience: Exposure to the utilities or energy industry. Background: Previous experience as an SDR or in a sales-focused role.
