What are the responsibilities and job description for the IT Support Engineer position at Eclaro Philippines?
Job Description
Job Description
Role Title : IT Support Engineer
ECLARO : A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose : providing the Right People to meet every client’s needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role :
The IT Support Engineer is responsible for delivering exceptional technical support in a modern cloud-first and automation-driven IT environment. As the first point of contact for troubleshooting, this role ensures seamless operations for a hybrid and remote workforce by leveraging Microsoft 365, Azure Virtual Desktop, Intune, automation (PowerShell, Python), and modern IT Service Management (ITSM) best practices. This position requires a proactive, security-first mindset with strong problem-solving skills, communication, and documentation expertise. The ideal candidate will continuously seek process improvements, automation opportunities, and innovative support methods to enhance user satisfaction.
Duties / Responsibilities :
- Responsible for the completion of Daily Operational Checklist and ITSM ticket queue management.
- Provide end-user technical support with troubleshooting and break-fix solutions, covering but not limited to Windows 10 / 11, macOS, Office 365, Azure AD (Entra ID), cloud applications, and hybrid identity management, network access, security software, collaboration tools, MFA, SSO, SharePoint Online, OneDrive, and SaaS applications.
- Leverage remote support and MDM tools (e.g., Microsoft Intune, GoToAssist) to assist users in hybrid and remote work environments.
- Troubleshoot and support Azure Virtual Desktop (AVD), Windows Autopilot, and Conditional Access policies.
- Diagnose and resolve network connectivity issues (LAN, WAN, Wi-Fi, VPN, VLANs, TCP / IP, DNS, DHCP).
- Implement and maintain zero-trust security policies, endpoint protection, and compliance controls (NIST, CIS, SOC2, ISO 27001 frameworks).
- Support on-prem and SaaS systems / applications.
- Manage, support, and troubleshoot hybrid identity, system configurations, and multi-factor authentication (MFA).
- Escalate incidents and requests as needed, providing detailed documentation of troubleshooting steps performed.
- Deploy and configure laptops, desktops, VoIP phones, smartphones, tablets, projectors, printers, scanners, key cards, etc.
- Perform hardware repairs, upgrades, and replacements (RAM, SSDs, peripherals, etc.).
- Maintain accurate and complete records of IT assets, software licenses, and cloud-based subscriptions using ITSM tools like Vivanto.
- Support mobile device management (MDM) using Microsoft Intune.
- Process new user setups, Entra join, and device provisioning via Windows Autopilot to ensure a smooth and seamless user onboarding experience.
- Handle offboarding processes, including account deactivation, asset recovery, and access revocation.
- Assist in IT security audits, vulnerability assessments, and compliance efforts.
- Ensure data integrity across company systems through standardized QA checks and balances.
- Monitor and respond to security alerts, phishing attempts, and endpoint protection logs.
- Enforce Multi-Factor Authentication (MFA), Conditional Access, Data Loss Prevention (DLP), and security patching in alignment with company policy.
- Support incident response and root cause analysis for critical security-related IT issues.
- Troubleshoot networking issues.
- Support VoIP systems and ensure seamless telephony services.
- Assist the infrastructure team with ad-hoc duties as needed, including server maintenance and cloud-based networking.
- Automate repetitive IT tasks using PowerShell, Python, or Bash scripting.
- Assist in AI-powered ITSM enhancements (chatbots, automated ticket triage, self-healing scripts).
- Identify opportunities for automation and efficiency improvements across IT operations.
- Maintain IT documentation, knowledge base articles, and troubleshooting runbooks to ensure efficient resolution of common IT issues
- Assist with Vivantio ITSM including ticketing automation, and asset tracking enhancements.
- Ensure tickets are completed thoroughly through resolution in a timely manner.
- Support application upgrades, patches, testing, and technical projects as assigned.
- Provide user education and self-service documentation to improve end-user adoption of IT best practices.
- Identify opportunities to enhance the IT onboarding experience and improve employee technology satisfaction through automation and training
- Train end-users on security best practices, self-service tools, and collaboration platforms.
- Perform other tasks / duties as assigned.
Qualifications : Education
Experience
MS Entra)
Competencies :
Technical Expertise & Problem-Solving
Communication & Customer Service
Collaboration & Teamwork
Growth Mindset & Adaptability
