Lead Technical Support Engineer
T
TwoconnectIT Technical Support
Metro Manila, Philippines, Monday to Friday 9AM to 6PM GMT / BSTFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- Minimum 3+ years
- Required Skills
- CybersecurityMicrosoft SQL ServerNetworkingTechnical support
Requirements
- Bachelor’s degree in IT, Computer Science, Engineering, Cyber Security, or a related technical field is preferred.
- Minimum 3+ years of experience in technical support, service desk, ICT, or enterprise security systems support roles.
- Strong knowledge of access control, CCTV, VMS, intercom, IP-based security systems.
- Familiarity with enterprise platforms such as Gallagher, Genetec, Lenel/S2, and Milestone.
- Solid understanding of networking, Windows Server, Active Directory, SQL Server, remote access tools, and IT infrastructure support.
- Familiarity with cybersecurity best practices, ITIL principles, ticketing systems, and remote support environments.
- Experience with scripting or automation tools such as PowerShell or Python.
- Excellent communication, troubleshooting, documentation, and problem-solving skills.
- Ability to work effectively in a UK-led remote support environment.
Responsibilities
- Provide advanced remote technical support for enterprise security systems, including access control, CCTV, VMS, and intercom platforms.
- Troubleshoot and resolve complex issues involving networking, databases, Windows Server, and IT infrastructure.
- Support UK clients and field engineers with commissioning, configuration, integrations, and fault diagnostics.
- Manage support tickets, escalations, root cause analysis, and technical documentation in line with service standards.
- Diagnose network and system issues using tools such as Wireshark, SQL Server, RDP, and remote access platforms.
- Apply cybersecurity best practices, including MFA, patching, secure configurations, and access management.
- Contribute to process improvements, knowledge sharing, and the development of remote support procedures and documentation.
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