Level 1 System Engineer
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Job Description
Level 1 System Engineer providing first-line IT support for Australian clients. Working remotely from the Philippines on technical issues for a Managed IT Services provider.
Responsibilities:
- Provide first-line technical support and ensure the efficient resolution of IT-related issues for clients
- Respond to tickets, calls, and emails via PSA tools (ConnectWise / Autotask)
- Provide remote and onsite support to end-users
- Troubleshoot hardware, software, and network issues
- Manage and resolve service requests and incidents
- Follow up on tickets and ensure SLA compliance
- Escalate issues appropriately with full documentation
- Create, manage, and maintain Active Directory & Azure AD users, Group Policies, User permissions and access controls
- Support and administer Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Email systems, archiving, and spam filtering
- Install, configure, and maintain workstations, servers, and operating systems, network devices (routers, switches, firewalls), printers, scanners, and peripherals
- Support VoIP and telephony systems
- Monitor systems using RMM tools (Datto / Kaseya / NinjaOne)
- Implement and support endpoint protection (Sophos), Firewalls and security systems, Intrusion detection/prevention systems
- Perform and monitor data backups (Veeam / Datto) and disaster recovery planning and testing
Requirements:
- Minimum a bachelor’s degree in Computer Sciences or related technology
- Minimum 1 year of experience as a System Engineer, IT support, service desk, or a related technical support role
- Strong English communication skills (written and verbal)
- Excellent multitasking and time management abilities
- Strong analytical and problem-solving skills
- Team player with a collaborative mindset
- Friendly, professional, and customer-oriented attitude
- Proactive, reliable, and hardworking attitude
- **Certifications (Preferred):**
- Sophos Certified
- MCP (Microsoft Certified Professionals)
- **Technical Expertise:**
- Microsoft Office 365 Administration and Support
- Windows Server environments
- Active Directory management tools
- Virtualization (Hyper-V)
- Cloud server environments
- Ticketing systems (e.g., Autotask or similar)
- VoIP systems
- Networking fundamentals (DNS, DHCP, TCP/IP)
- Remote support tools (VPN, RDS, etc.)
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