Technical Support Engineer (Night Shift)

TL;DR

Technical Support Engineer (Night Shift): Delivering high-quality service and support to partners via phone, email, and chat, becoming a trusted advisor and owning the end-to-end management and resolution of issues with Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, and Mail Security. Focus on problem-solving skills, cross-functional collaboration, and maintaining in-depth knowledge of hirify.global products and services.

Location: Bonifacio Global City, Taguig City, Philippines. Hybrid working model of 2-3 days a week in-hub collaboration.

Company

hirify.global's mission is to protect businesses against evolving cyberthreats with an end-to-end cyber resilience platform to manage, secure, and recover.

What you will do

• Deliver high-quality service and support to hirify.global partners via phone, email, and/or chat, becoming a trusted advisor and owning the end-to-end management and resolution of issues.
• Combine technical knowledge, problem-solving skills, and interpersonal skills as well as cross-functional collaboration to provide an excellent support experience to partners.
• Redirect or escalate issues appropriately and maintain a thorough and accurate documentation of cases.
• Prioritize incidents in the incident management system, with autonomy over personal caseload, in line with the Service and Experience Level Objectives.
• Maintain and continue to develop in-depth knowledge of hirify.global products and services.
• Provide 24/7 support with rotational weekends and holidays.

Requirements

• 2+ years’ experience in troubleshooting server, network, email, and endpoint security issues (moderate to highly complex).
• Detailed knowledge with demonstrated experience in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
• Understanding of security concepts, networking concepts, and protocols: DNS, TCP/IP, HTTP, DHCP, VPN, firewall.
• Experience in phone, email, and chat support with the ability to type 45-60 words per minute with high degree of accuracy is preferred.
• Partner-focused with ability to collaborate and be creative in understanding and resolving issues.
• Strong willingness to improve technical knowledge.

Nice to have

• Experience in one or more of the following scripting languages: Bash, PowerShell, Python.
• Knowledge in Virtual Platforms, Linux server, MacOS, SQL Administration and Backup Technologies.

Culture & Benefits

• Medical and dental insurance
• Generous PTO and observed holidays
• Employee Stock Purchase Program
• Pension with company contribution
• Monthly internet allowance
• Hybrid working model of 2-3 days a week in-hub collaboration