System Support Engineer

As the System Support engineer, you will be responsible for proactive monitoring, analysis, and optimization of the organization's system service. Your role involves implementation of monitoring tools, analyzing performance metrics, and swiftly responding to incidents. Effective leadership, technical expertise, and a focus on continuous improvement are crucial aspects of this role.

Responsibilities:

MONITORING:

• Continuously monitor network and system performance to detect irregularities, utilizing monitoring tools for comprehensive coverage.
• Help Implement IT monitoring systems to track performance metrics and generate reports.
• Support in maintaining and optimizing monitoring tools to ensure effective system oversight.

INCIDENT and PROBLEM MANAGEMENT:

• Identify and Respond promptly to network/systems incidents and outages,
• Maintain an incident log and ensure all incidents are documented and resolved within SLA timelines.
• Implement effective incident response procedures.

PERFORMANCE ANALYSIS AND OPTIMIZATION:

• Analyze performance data to identify trends and areas for improvement.
• Collaborate with other IT departments to enhance system performance.
• Recommend and implement upgrades to network/systems infrastructure based on performance analysis.

ALERT MANAGEMENT:

• Configure and manage alert rules to ensure timely detection of issues and minimize false positives.
• Assist in the Development and implementation of the escalation procedures for critical alerts to ensure proper response.
• Prioritize and respond to alerts based on severity and operational impact.

COLLABORATION AND SECURITY:

• Work closely with your Supervisor and the IT security team to ensure network security measures are in place and effective.
• Implement monitoring strategies to detect and respond to security incidents.

PROBLEM-SOLVING:

• Track and resolve system issues, ensuring stable system operation.
• Apply strong analytical and problem-solving skills to diagnose and resolve issues.

DOCUMENTATION:

• Write technical documents, including system specifications, user manuals, and training materials to ensure a thorough understanding of the system by the team
• Ensure all changes to the infrastructure are documented and updated in real time.

Minimum qualifications:

• Knowledge of monitoring tools and technologies.
• Excellent computer proficiency (MS Office - Word, Excel and Outlook, G-suite)
• Understanding of network topologies and protocols (TCP/IP, SNMP).
• Relevant certifications (e.g., CCNA, HCIA,ITIL) are a plus.
• Experience with network devices (routers, switches, firewalls, cloud monitoring tools).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given.

Preferred qualifications:

• Network security best practices.
• Cloud services and virtualization technologies.
• Experience in scripting languages (e.g python, java, PHP)
• Excellent communication and collaboration skills.
• Fluent in English.
• Fluency in Chinese communication is highly preferred.

What are the benefits of the position?

• Health Care Plan (HMO) with Dental and Vision - Day One
• Group Life and Accident Insurance- Day One
• Vacation Leave and Sick Leave both convertible to cash at the end year and distributed before the end of the first quarter of the succeeding year
• Bereavement Leave of 3 days upon regularization Onsite facilities such as medical clinic and fitness gym Training and Development Program
• Unlimited Career advancement opportunities
• Work at Office Incentive
• 13th Month Pay as mandated by the Philippine Government Government Mandated Benefits (SSS, PHIC, and Pagibig)
• Birthday Gift