IT Support Engineer

Dumaguete. Posted 8 months ago

The role

The IT Support Engineer provides on-site or remote technical support for end-users. This role involves resolving hardware, software, and networking issues and maintaining computer systems.

What you will do

Monitor and maintain computer systems and networks
Install and configure computer hardware, software, systems, networks, printers, and scanners
Research and identify solutions to software and hardware issues
Respond in a timely manner to service issues and requests
Provide phone, email and chat support
Provide troubleshooting and debugging of production application and general network troubleshooting
Transition application issues to the engineering team
Open and follow up with support tickets for IT Vendors
Escalate critical issues and roadblocks to the next tier of Support
Facilitate incident response and internal updates

Required qualifications

Extensive experience with Linux, Windows and MacOS
At Least 2 years of experience with operations and handling production support issues
Basic network administration (WAN, LAN, DNS and DHCP)
Working knowledge of basic network tools (ssh, ping, telnet,traceroute, and etc.)
Knowledge of and/or working experience with ITAM,MDM, Google Workspace and Jira ticketing
Experience troubleshooting problems and deploying fixes and upgrades to production using Jenkins and Ansible
Knowledge of and/or working experience with dashboards such as Grafana
Must be able to work night shift and be flexible to work off-hours and weekends if required
Excellent verbal and written communication skills, in person, by telephone, and with teams

Nice to have

Ability to document troubleshooting steps, resolutions, and workflows
Experience in creating technical guides and user documentation

About the company

Tarro builds products that empower small brick and mortar restaurants by providing a multi-product ecosystem including AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software.