Responsibilities
- Design and optimize workflows for managing proactive service notifications including patch management, disk usage monitoring, antivirus updates, and hardware or software alerts
- Ensure all alert systems are effective, actionable, and linked to measurable performance indicators
- Identify and resolve recurring technical issues to reduce escalations and uphold high service quality
- Act as the primary escalation contact for technicians, engineers, and operations teams at Tier 3 level
- Collaborate with team leads and supervisors to assess skill deficiencies and support technician development toward Tier 2 proficiency
- Conduct technical training, lead knowledge transfer sessions, and provide hands-on mentorship to strengthen team capabilities
- Build and maintain automation scripts and tools to decrease manual intervention and improve efficiency
- Drive the implementation of automation standards and best practices across the engineering team
- Develop and keep updated standard operating procedures, technical documentation, and knowledge base resources
- Ensure all documentation adheres to internal quality benchmarks and recognized industry standards
- Work closely with the Proactive Service Manager and operational leadership to align technical projects with organizational goals
- Coordinate with cross-functional teams to integrate proactive monitoring and response solutions smoothly
Work Arrangement
Remote (Worldwide)
Other
- A dedicated home office setup including a functional computer with at least 8GB RAM and one of the following: Windows 11 with Intel i5 or i7 (8th gen or newer), AMD Ryzen 5 or 7 (2000 series or newer), or macOS 12 or later
- Reliable internet connection offering minimum 5 Mbps download and upload speeds
- High-quality noise-canceling headset for virtual meetings
- Smartphone compatible with the Microsoft Authenticator application
- HD webcam for video conferencing
- Second monitor for improved productivity
- Uninterruptible Power Supply (UPS) when using a desktop computer (not required for laptop users)
- Strong alignment with company culture and core values, which will be reviewed during the hiring process
- Fluent English communication skills, both written and verbal
- Availability to work full-time (40 hours per week) during standard business hours: 8:00 AM to 5:00 PM Pacific Standard Time, Monday through Friday for reactive duties
- Proactive shift schedules will be determined after training and may include hours outside standard business times
- Must successfully complete online behavioral and cognitive assessments
- Preference given to candidates holding at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, or 3cx Basic Certified Engineer
- Applicants from the Philippines must be able to provide NBI Clearance
