Technical Support Professional

Position: Techinical Support Professional - AMS

Location: Quezon City, UP Technohub

Work Setup: Hybrid (3days onsite, 2 days WFH)

Work Schedule: Mon-Fri

Job Summary

We are looking for a Technical Support Professional – AMS to provide operational support for enterprise network and infrastructure environments. The successful candidate will be responsible for 24/7 monitoring, incident management, routine maintenance, configuration support, and coordination with internal teams and vendors to ensure service availability and operational excellence.

Key Responsibilities

• Perform 24/7 monitoring of network and infrastructure environments and raise alerts for anomalies.
• Execute first-level incident response and escalate complex issues to onsite support teams.
• Follow established runbooks to resolve common network and connectivity issues.
• Perform routine maintenance activities, including system patching, updates, and health checks.
• Support configuration changes and deployment activities under the guidance of senior engineers.
• Generate and maintain daily, weekly, and monthly operational reports.
• Adhere to operational procedures, security policies, and service management processes.
• Maintain accurate documentation of incidents, configurations, operational activities, and resolutions.
• Support backup, recovery, and validation activities for network and infrastructure systems.
• Coordinate with onsite teams, vendors, and other stakeholders to ensure timely issue resolution and service continuity.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• Minimum of 3–4 years of experience in Technical Support, Network Operations, Infrastructure Support, or a similar role.
• Experience in network monitoring, incident management, and enterprise technical support.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, routing, and switching concepts.
• Experience supporting Windows and/or Linux environments.
• Familiarity with ITSM/ticketing tools such as ServiceNow, BMC Remedy, Jira, or similar platforms.
• Experience performing system patching, health checks, backup, and recovery activities.
• Knowledge of change management processes and operational documentation.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication skills and the ability to work collaboratively with cross-functional teams.
• Willing to work in a 24/7 operations environment, including shifting schedules if required.

Preferred Skills

• Network Monitoring Tools (SolarWinds, PRTG, Nagios, Zabbix, or similar)
• Cisco networking technologies
• Windows Server and Linux administration
• Remote support tools (RDP, SSH, VPN)
• ITIL Foundation certification (preferred)
• CCNA or other networking certifications are an advantage.

Ideal Candidates with relevant skills above:

NOC Engineer

Network Support Engineer

Infrastructure Support Engineer

Technical Support Engineer (Enterprise)

Systems Administrator na may networking experience

Network Operations Engineer

Pay: Php55,000.00 - Php70,000.00 per month

Benefits

• Additional leave
• Company Christmas gift
• Employee discount
• Employee stock ownership plan
• Free parking
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Work from home

Experience:

• Network Monitoring: 3 years (Required)
• Network Trouble Shooting: 3 years (Required)
• TCP/IP, DNS, DHCP, Cisco: 3 years (Required)
• Linux and Windows Server: 3 years (Required)
• Backup and Recovery: 3 years (Required)
• ITIL, ITSM, ServiceNow Tool: 3 years (Required)

Work Location: In person