We're Hiring: Jr Endpoint Support Engineer!

We are currently on the lookout for a Jr Endpoint Support Engineer to join our team at Cloudstaff, the #1 workplace everywhere!

Role: Jr Endpoint Support Engineer

Work Arrangement: Work from Office

Location: Philippines - Angeles / Mabalacat (Pampanga)

Schedule: Any shift

As a Jr Endpoint Support Engineer, you will be responsible for providing direct assistance to clients and employees by diagnosing technical issues, offering solutions, and supporting system performance improvements. You will play a key role in maintaining system documentation, developing client training programs, and ensuring seamless deployment and management of PCs, peripherals, and mobile devices. Additionally, you will contribute to a high-quality support environment by identifying and resolving technical problems, managing support tickets, and delivering exceptional customer service. 

Key Responsibilities:

• Provide timely solutions to clients by identifying and diagnosing technical problems, guiding them through corrective actions. 
• Maintain and enhance client references by documenting troubleshooting steps and writing user-friendly guides. 
• Assist in the development of client training programs by identifying learning gaps and recommending instructional language. 
• Operate the TOW vehicle and provide support to staff when offsite assistance is required. 
• Identify and recommend changes to improve system performance and resolve recurring technical issues. 
• Stay updated on industry trends and expand knowledge by participating in educational opportunities and maintaining professional networks. 
• Work closely with customers and employees to troubleshoot computer problems and offer effective solutions. 
• Log and track customer/employee queries and maintain detailed records of interactions and resolutions. 
• Update self-help documentation to empower users to resolve common technical issues independently. 
• Test, troubleshoot, and repair faulty equipment, ensuring minimal downtime for users. 
• Oversee the deployment, management, relocation, and support of PCs, peripherals, and mobile devices across the organization. 
• Assist with credential and account creation, deactivation, audits, and communication with other teams involved in the account management process. 

Qualification and requirements:

• Willingness to work in rotational shifts (24/7 or 24/5 coverage) to meet support needs. 
• Familiarity with using Ticketing Systems (preferred). 
• Strong problem-solving abilities with a focus on providing practical solutions. 
• Basic LAN knowledge and understanding of network fundamentals. 
• Previous Help Desk experience is a plus. 
• Proficient in verbal and written communication (rating of 6 out of 10). 
• Experience with operating systems including Unix-like, Microsoft, and macOS. 
• Proficiency in handling VOIP phone systems and delivering support over the phone. 
• Strong focus on delivering high-quality customer service and maintaining a customer-centric approach. 
• PC proficiency with a solid understanding of system administration tasks (experience with UNIX system administration is a plus).