Total 2 process development engineer job vacancies in Customer Service category in Pasig

The IT Support Engineer (Level 3) is the top internal technical escalation resource, receiving complex tickets and project assignments through the service dispatcher and working closely with the Engineering Manager to ensure all work is completed within SLA. This role leads new client onboarding and infrastructure deployments, drives process documentation, and mentors junior engineers. Clear communication with the dispatcher on project timelines and escalation status is essential. 

Key Responsibilities 

Dispatched Work & Ticket Management 

• Receive and work all escalated tickets and project assignments through the service dispatcher; maintain clear, timely communication with the dispatcher on status, timelines, and capacity. 

• Work directly with the Engineering Manager and dispatcher to ensure project tasks and escalated tickets are resolved within SLA. 

• Act as the highest internal escalation tier, diagnosing and resolving complex technology issues across client environments. 

• Establish, document, and implement technology processes and procedures; maintain and improve the shared knowledge base. 

• Identify and resolve root causes of escalated and recurring issues in coordination with the engineering team. 

• Coordinate with the dispatcher for scheduling onsite client visits and project-related travel. 

• Enter time accurately on all tickets and project tasks to ensure proper client billing. 

• Stay current on emerging technologies and evaluate their potential impact on our clients and operations. 

Microsoft 365 & Cloud Administration 

• Lead Microsoft 365 environment buildouts and migrations (tenant-to-tenant, on-premises to cloud, Google Workspace to M365). 

• Architect and administer Microsoft 365 E5 and EMS E3 environments including Exchange Online, Teams, SharePoint, OneDrive, and Microsoft Purview. 

• Design and enforce Microsoft Entra ID configurations including Conditional Access, PIM, identity governance, and enterprise application integrations. 

• Own Microsoft Intune device management strategy for Windows 11 Pro, macOS, iOS, and Android (BYOD via Company Portal). 

• Develop and maintain PowerShell and Microsoft Graph API scripts at an intermediate-to-advanced level to automate administrative tasks and client environment management. 

Networking – Cisco Meraki 

• Architect and deploy Cisco Meraki solutions including MX security appliances, MS switching, and MR wireless for new and existing client environments. 

• Design network segmentation (VLANs), firewall policies, content filtering, VPN configurations, and IDS/IPS settings. 

• Provide expert-level troubleshooting for routing, DNS, NAT, and connectivity issues across client networks. 

• Lead network infrastructure replacement projects during new client onboarding and refresh cycles. 

Client & Project Support 

• Lead new client onboarding deployments including onsite network infrastructure replacement and back-end Microsoft 365, Intune, and Entra ID configurations. 

• Contribute to the development and implementation of our technology stack, ensuring alignment with business goals and security standards. 

• Provide clear, professional communication to clients on project status, technical findings, and strategic recommendations. 

• Ensure the security, reliability, and efficiency of managed client IT infrastructure. 

The IT Support Engineer (Level 2) works tickets, escalations, and project tasks as assigned by the service dispatcher, handling intermediate to advanced technical issues across our managed services stack. This role operates with moderate autonomy and is expected to communicate proactively with the dispatcher on workload status, blockers, and estimated resolution times. Contributions to Microsoft 365 buildouts, Intune configurations, Cisco Meraki deployments, and root-cause analysis are core functions of this position. 

Key Responsibilities 

Dispatched Work & Ticket Management 

• Receive and work all tickets, escalations, and project tasks assigned by the service dispatcher; work is not self-queued. 

• Maintain proactive communication with the dispatcher on workload status, estimated completion times, and any blockers requiring re-queuing or escalation. 

• Diagnosing technology issues submitted by external clients; coordinate with the dispatcher for scheduling of onsite visits as needed. 

• Use ConnectWise Automate (RMM) to manage patching, scripting, alerting, and remote remediation across client endpoints. 

• Contribute to root-cause analysis on escalated or recurring issues in collaboration with the engineering team. 

• Document resolutions, processes, and procedures in the shared knowledge base. 

• Enter time accurately on all tickets and project tasks to ensure proper client billing. 

Microsoft 365 & Cloud Administration 

• Administer Microsoft 365 E5 tenant environments including Exchange Online, Teams, SharePoint, and OneDrive across client accounts. 

• Configure and troubleshoot Microsoft Entra ID (Azure AD) including user/group management, MFA, Conditional Access policies, and SSPR. 

• Manage Microsoft Intune device enrollment, compliance policies, configuration profiles, and app deployment for Windows 11 Pro, macOS, iOS, and Android (BYOD via Company Portal). 

• Assist with Microsoft 365 environment buildouts and migrations under Level 3 direction. 

• Leverage PowerShell and Microsoft Graph API at a basic-to-intermediate level for administrative tasks and automation. 

Networking – Cisco Meraki 

• Configure and troubleshoot Cisco Meraki MX, MS, and MR devices across managed client sites. 

• Manage VLANs, firewall rules, DNS, NAT, and site-to-site VPN configurations. 

• Respond to Meraki dashboard alerts and perform remediation; escalate complex issues to Level 3 via the dispatcher. 

• Support domain management tasks including DNS and mail record modifications. 

Client & Project Support 

• Assist with new client deployments including onsite network infrastructure setup and back-end Microsoft 365 and Intune configurations, as scheduled by the dispatcher. 

• Provide email, phone, and onsite support to external clients; communicate technical findings clearly to non-technical stakeholders. 

• Contribute to the development and implementation of our technology stack in alignment with business goals.