Junior Systems Engineer

Shape the Future of Global Consulting with Innovative IT Support!

Emapta has redefined the consulting industry with a visionary approach to outsourcing, crafting dedicated, high-performing teams for over 700 clients worldwide. Operating from 18 top-tier offices across six countries, Emapta combines innovative technology, seamless integration, and full client control to deliver unmatched results. As a people-first employer, Emapta empowers employees with global career exposure, mentorship from international leaders, and a dynamic work environment that fuels success. Step into a role where consulting excellence meets career advancement!

The Role at a Glance

Be part of our team as a Junior Systems Engineer. You'll provide vital first-line diagnosis and support across applications, troubleshoot issues, perform daily health checks, and collaborate on technical improvement processes. Step up to your next career milestone in consulting!

Employment Type: Full-Time

Shift: Semi-Flexible

Work Setup: Hybrid (all PH sites)

What You'll Be Doing - Key Responsibilities

• Respond to and acknowledge issues raised in all support channels.
  
• Provide first-line diagnosis of incidents and service requests.
  
• Investigate incidents using tools provided for the support team.
  
• Escalate unresolved tickets or incidents to the manager.
  
• Resolve incidents and service requests within agreed Service Level Agreements (SLAs).
  
• Monitor the lifecycle of incidents and service requests.
  
• Identify incidents and potential problems for team review.
  
• Submit end-of-day reports on tickets received and resolved.
  
• Provide 1st-tier client support for cloud-based productivity services in a large-scale, fast-paced environment.
  
• Deliver continuous support for applications like Office 365, Microsoft Outlook, Microsoft Office, Microsoft Teams, OneDrive, and other productivity software.
  
• Administer, troubleshoot, and support end-user accounts for MS O365 productivity services.
  
• Facilitate data migration, including the import and export of email and data files.
  
• Offer Tier 2 end-user support for client applications such as O365, Outlook, OneDrive, MS Teams, Microsoft Office, and more.
  
• Assist in creating end-user documentation and contribute to process improvement.
  
• Perform daily health checks to ensure system stability.
  
• Participate in an 8x5 on-call support rotation.
  
• Implement and follow established policies, procedures, and standards.
  

Reporting & Process Improvement

• Create and submit knowledge articles and data as references for service improvement.
  
• Identify gaps in the support process and recommend resolutions.
  
• Collaborate with various teams on findings and provide recommended solutions.
  
• Conduct incident trend analysis and identify improvement methods.
  
• Deliver continuous service improvements to enhance customer satisfaction.
  
• Generate reports for teams and stakeholders.
  

Organizational Compliance

• Perform tasks in alignment with the support team's performance indicators, targets, vision, mission, and objectives.
  
• Comply with team policies, programs, procedures, and guidelines.
  

Building Relationships

• Contribute to the development of the Support Team's annual strategies, goals, and action plans.
  
• Establish and maintain effective relationships with stakeholders.
  
• Attend and actively participate in regular team meetings.
  
• Keep immediate superiors informed of any significant issues or concerns that may impact team or division objectives.
  

Other Responsibilities

• Perform any additional administrative or non-administrative duties assigned by company representatives, either through direct written order or verbal instruction.
  

Requirements

What You'll Need to Bring - Skills and Qualifications

• Bachelor's degree in a related field or equivalent work experience
  
• Relevant technical certifications (preferred)
  
• 1-2 years of related IT work experience, including support for:
  

• Microsoft Office 365 Platform
  
• Microsoft Office support
  
• Microsoft Outlook support
  
• Microsoft Exchange
  
• Microsoft SharePoint
  
• Windows 7/10
  

• Familiarity with email security solutions (threat management / Data Loss Prevention)
  
• Experience with Windows Server 2008+
  
• Knowledge of Windows authentication protocols
  
• Basic understanding of PowerShell and scripting skills for process automation (optional)
  
• Proficiency with fundamental network protocols such as TCP/IP, SMTP, DNS, and TELNET
  
• Knowledge of basic ITIL processes (Requests and Incidents)
  
• Strong research and troubleshooting skills
  
• Solid technical documentation skills
  
• Excellent communication skills
  
• Strong professional and customer service skills
  
• Ability to handle confidential information appropriately
  

Benefits