Technical Support Engineer – Ortigas, Pasig

2 days ago

City of Melbourne, Australia Safc Full time

JOB SUMMARY

To provide timely and effective technical assistance for internal systems, hardware, and software, ensuring smooth operations and minimal downtime. The Technical Support Engineer serves as the first line of defense for resolving IT issues, maintaining system integrity, and supporting end-users across the organization.

DUTIES AND RESPONSIBILITIES

Issue Resolution

- Diagnose and resolve hardware, software, and network problems
- Respond to support tickets, emails, and calls from internal users

System Setup & Maintenance

- Install and configure operating systems, applications, and devices
- Perform routine system checks and updates

User Support

- Assist with login issues, password resets, and access requests
- Provide guidance on using internal tools and platforms

Documentation

- Maintain records of issues, solutions, and system configurations
- Contribute to internal knowledge base and support documentation

Collaboration

- Work with System Admin, System Support, Database Admin, Network Admin teams to escalate complex issues
- Coordinate with departments to understand and support their tech needs

Security & Compliance

- Enforce security protocols and monitor for unauthorized access
- Support data protection and backup procedures

JOB SPECIFICATIONS

- Bachelor’s degree in information technology, Computer Science, or a related field
- 1 - 2 years experience in technical support, helpdesk, or IT operations; internship experience is a plus

Technical Skills Must have knowledge in

- Printer troubleshooting (e.g., connectivity, driver issues, print queue errors)
- Basic networking (e.g., IP addressing, LAN/WAN concepts, ping/traceroute diagnostics)
- Windows operating systems (e.g., user profiles, system settings, updates, troubleshooting) Also familiar with:
- Active Directory and user account management
- Internal systems (e.g., HRIS, ERP)
- Ticketing platforms (e.g., Jira, ServiceNow)
- Remote desktop tools

Soft Skills

- Strong communication, problem-solving, attention to detail, confidentiality awareness, willingness to learn

Certifications

- Not required, but CompTIA A+, ITIL Foundation, or Microsoft Certified: Fundamentals are a plus

Work Environment

- Office-based may require occasional after-hours support

Tools Used

- Ticketing systems, internal databases, remote support tools, basic reporting platforms

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