IT Support Engineer

Reports To - Group IT Manager

Job Overview:

• Due to continued growth of our business, we have an exciting opportunity for an enthusiastic and highly motivated technical support engineer to join our team at our Manila office.
• Assisting with the smooth running of the IT infrastructure, the successful candidate will be part of a robust team that provide support across the business ensuring hardware and software issues are resolved promptly and effectively.
• The successful candidate will have a wealth of experience in EUC support, Enterprise IT Infrastructure implementation and support both on Cloud and on premise.
• They will have a thorough understanding of IT Security best practices.
• Excellent communication skills both face to face and over the phone and have worked in a similar position supporting end users and troubleshooting

Role Responsibilities (Key Responsibilities and Tasks)

• To provide support to users in resolving IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.
• To provide timely communication to users on the status of their service requests and incidents.
• Prioritise and schedule assigned support activities and tasks
• To apply appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents
• Provide first line support for business applications and support of associated business software
• Liaise with 3rd Party Suppliers of solutions in support of IT application-related incidents and ensure problems are resolved in a timely and professional manner
• Design, test and modify management reports using existing tools
• To support the development of applications under the supervision of the Group IT Manager
• Maintain IT application support technical documentation
• Police IT Policies and Procedures to ensure compliance with ISO 27001.
• Monitoring of Hardware and Software inventory and ensuring that only approved/licenced devices and softwares are used
• Carry out ad hoc duties as required by the Group IT Manager
• Implementation of a Global IT Strategy at a Global and Regional level

Role Requirements (Professional & Technical Expertise)

The successful candidate would have technical skills in the following areas:

• Understanding of and experience with Incident/Request/Problem ITIL principles
• End user compute support across all locations
• Microsoft Windows Desktop, Server OS and Virtual environment administration
• Knowledge of Server based hardware (e.g., Dell, HP)
• Excellent knowledge of the Microsoft Cloud stack, including Azure Cloud, Azure AD, M365 product suite with a particular focus on Exchange online, SharePoint and M365 Copilot administration
• Can display a strong understanding of Microsoft Defender suite for Endpoints (Intune), AIP, DLP and Cloud security
• Experience in the implementation and management of Networks, Wi-Fi and Enterprise Firewall solutions across a wide range of vendors
• Knowledge of enterprise Backup Solutions (e.g., Veeam, Azure Backup)
• Implement and maintain Cloud and on-prem storage solutions
• Experience with monitoring solutions utilizing traffic analyzer, NetFlow collectors, and capacity management tools
• Experience in the following areas SIEM, Azure Sentinel, Vulnerability Intelligence: Qualys, Tenable IO or Nessus - Windows patch management, 3rd party application patch management tools
• Thorough understanding of Threat Prevention and Detection technologies along with Malware Detection and Remediation technologies
• Knowledge of Information Security Management frameworks such as ISO 27001, NIST Cybersecurity, CIS Controls. Understanding of the Policies and Processes required for compliance
• Experience with the setup and support of Secure Email Gateway and Email archiving systems.
• Experience with the Autodesk product suite would be an advantage
• Good organizational and time management skills
• Must be presentable, with good customer facing skills
• Excellent written and verbal communication skills and can provide comprehensive documentation.
• Ability to plan and prioritise workload
• Ad hoc travel maybe required to other B&W offices .

Getting Results And Working Together :

• At B&W our VISION is to be a Leading Global MEP Consultancy and we have five STRATEGIC BUSINESS THEMES that guide how we achieve this.
• These priorities are fundamental to our business planning process and underpin our ability to achieve our goals and objectives.
• The way we work with each other, and our clients is critical to our success, and we have five VALUES to support this:

Accountability > Everyone is accountable.

Integrity > We are straight talking, respectful and fair.

Simplicity > Both in our approach and solutions.

Supportive > We are approachable, inclusive and recognise success.

Quality > We strive to get it right first time, every time.

When Working Together We Are:

Supportive

Accountable

Collaborative

Respectful

The Key Tools To Be Effective Are:

Attention to detail

Planning

Solving problems

Making decisions .