Technical Support Engineer I

Cebu IT Park, Cebu City, Philippines (Onsite)

Overview

Technical Support Engineer I is an entry level role responsible for frontline technical support, primarily focused on end user issues, basic network and systems tasks, and accurate ticket handling. This role is the foundation of the Technical Support Engineering ladder and is critical in ensuring high quality, first contact resolution for managed customers.

Competencies and Expectations

• Escalates appropriately and does not “hold” tickets beyond capability.
• Ability to follow runbooks and standard procedures with discipline.
• Demonstrates willingness to learn across network, systems, and security basics.
• Strong customer service mindset and clear communication skills.

Key Responsibilities

• Perform basic account administration such as password resets, group membership changes, and access requests using Active Directory or Entra ID.
• Perform first level triage of basic network issues such as connectivity, VPN access, and Wi Fi access problems.
• Perform standard daily checks as per NOC and SOC runbooks and report deviations immediately.
• Troubleshoot and resolve common hardware, software, operating system, and user account issues within defined SLAs.
• Identify and document recurring issues, flagging them to seniors or leads for problem management and process improvement.
• Participate in 24x7 operations through rotating shifts, including weekends and holidays when required.
• Support desktops, laptops, mobile devices, and printers including basic installation and configuration.
• Log, categorize, and update all tickets accurately with detailed troubleshooting steps, resolution

note

s, and customer communication.

• Perform standard checks on servers and services using monitoring tools and documented runbooks.
• Escalate incidents with proper documentation to higher level engineers when thresholds or complexity criteria are met.
• Serve as the first point of contact for customer incidents and service requests via phone, email, chat, or ticketing system.

Requirements and Qualifications

• Optional but preferred certifications: Comp

TIA A+, ITIL Foundation, basic vendor certifications.

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or equivalent practical experience.
• 0 to 2 years of experience in IT support, helpdesk, or technical support. Fresh graduates with strong fundamentals are welcome.
• Basic knowledge of: Windows client and basic Windows Server concepts; Fundamental networking (TCP/IP, DNS, DHCP, VPN basics); Microsoft 365 or similar productivity suites.
• Experience with ticketing systems is an advantage.

If you are interested in this position, please email to career@centricsnetworks.com.sg.