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IT Support Engineer / Helpdesk Support Engineer L1
Department: Technology Operations
Reporting to: IT Manager
Employment Type: Full-Time
Work Schedule: Shifting
Work Setup: Fully Remote
Location: Makati City (Company Address)
Company Overview – CloudConsole
CloudConsole is a Philippines-based Managed Service Provider (MSP) delivering reliable IT solutions across managed IT support, infrastructure, networking, cybersecurity, and cloud services. We help businesses manage, secure, and modernize their technology environments through responsive technical support and end-to-end IT solutions, allowing clients to focus on their core business while we manage their technology needs.
Job Overview
We are looking for an IT Support Engineer / Helpdesk Support Engineer L1 to provide technical support to client end-users and assist in maintaining reliable IT environments. The role covers helpdesk support, workstation troubleshooting, Microsoft 365, networking, patching, backups, monitoring, and user administration.
The ideal candidate has strong troubleshooting and communication skills and is comfortable supporting local and international clients.
Key Responsibilities
Provide technical support to client end-users and resolve hardware, software, and workstation issues.
Manage helpdesk calls and tickets, ensuring timely and accurate resolution.
Troubleshoot Windows, Mac, Microsoft 365, Active Directory, networking, and business applications.
Perform user onboarding and offboarding, access management, and Microsoft 365 administration.
Execute software patching, backups, antivirus updates, alerts, hardware monitoring, and software installations.
Support network and infrastructure-related issues, including Fortinet, Cisco, Meraki, Ubiquiti, VLANs, and VPN.
Monitor client environments and proactively identify potential issues.
Collaborate with Senior Engineers, Team Leads, and Project Managers to resolve client issues.
Maintain accurate ticket documentation, time logs, and technical records.
Assist with IT projects and other technical initiatives as required.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field.
6 months to 2 years of relevant IT Support or Technical Support experience.
Strong knowledge of Windows, Microsoft 365, Windows Server, Active Directory, and networking.
Experience in hardware and software troubleshooting.
Experience supporting SMBs and international clients is an advantage.
Good understanding of networking and basic infrastructure troubleshooting.
Familiarity with VMware/Hyper-V, Datto, Fortinet, Cisco, Meraki, or Ubiquiti is an advantage.
Excellent English communication skills, both written and verbal.
Comfortable handling calls and managing multiple support tickets.
Strong customer service and problem-solving skills.
Able to work effectively in a shifting schedule.
Other Requirements
Reliable internet connection with a minimum speed of 10 Mbps.
Dedicated and suitable remote work environment.
Willingness to work with local and international clients, including AU and UK accounts.
What We Offer
Competitive salary package
HMO upon regularization
Leave cash conversion
Communication allowance
Company-provided equipment
Company-sponsored training, upskilling, and certification
Career growth opportunities
Positive and collaborative work environment
Exposure to innovative IT technologies and managed services
Flexible work schedule
Work arrangement
Yes
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