L1 Support Engineer, Managed Services & Premium Support
Kollab Inc. Mandaluyong
Receive and acknowledge incoming customer requests across email, ticketing portal, and chat — per SLA response times
- Triage and categorize tickets correctly so they get to the right specialist or queue
- Resolve common requests using our runbook library — user provisioning, access changes, basic configuration, status checks, license operations, simple integrations
- Escalate complex incidents to L2 Cloud Ops, AMS engineers, APIOps specialists, or the relevant Platform Specialist with a clean handoff brief
- Maintain ticket hygiene — priority, time tracking, customer communication, closure notes
- Contribute to the runbook library — every recurring ticket becomes a runbook so the next L1 can resolve it faster
- Coordinate with the Service Level Manager on customer-facing communications and status updates
- 0–2 years in any IT support, helpdesk, NOC, or junior cloud/SaaS admin role — fresh graduates with strong fundamentals very welcome
- Comfortable with at least one cloud or SaaS platform at user-admin level — Google Workspace, Microsoft 365, GCP, AWS, AppSheet, Kissflow, anything counts as a starting point
- Excellent written English — most of your day is in writing, and our customers are enterprise stakeholders
- Calm, friendly, professional communication — you can deliver bad news without making the customer feel worse, and you can ask clarifying questions without sounding lost
- Ticket discipline — you respect SLAs, you follow up, you close loops, you don't let things rot in your queue
- Curiosity — when you don't know the answer, your first move is to find it and write it down so it's known the next time
- Educational background: BS in Information Technology, Computer Science, Information Systems, or related — or equivalent practical experience. We will absolutely consider strong self-taught candidates with a portfolio.
Emerson ElectricMandaluyong
If you are a Technical Support Engineer professional looking for an opportunity to grow your career, this gives you the chance to gain and apply knowledge of product functionality, applications, use, and installation, as well as applicable...
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effective solutions to work-related problems, all while reflecting a strong foundation in Workplace Technology Remote Support. Join us in this exciting journey and make a meaningful impact.
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Job Description
Key Responsibilities:
• Provide AV (Audio/Visual) conferencing support and coordinate troubleshooting with on-site technicians.
• Configure, troubleshoot, set up, and maintain AV systems and related equipment.
• Independently...