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 highperforming teams for over 700 clients worldwide. Operating from 18 toptier offices across six countries Emapta combines innovative technology seamless integration and full client control to deliver unmatched results. As a peoplefirst 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 firstline 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: FullTime

Shift: SemiFlexible

Work Setup: Hybrid (all PH sites)

What You ll Be Doing Key Responsibilities

• Respond to and acknowledge issues raised in all support channels.
  
• Provide firstline 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 endofday reports on tickets received and resolved.
  
• Provide 1sttier client support for cloudbased productivity services in a largescale fastpaced environment.
  
• Deliver continuous support for applications like Office 365 Microsoft Outlook Microsoft Office Microsoft Teams OneDrive and other productivity software.
  
• Administer troubleshoot and support enduser accounts for MS O365 productivity services.
  
• Facilitate data migration including the import and export of email and data files.
  
• Offer Tier 2 enduser support for client applications such as O365 Outlook OneDrive MS Teams Microsoft Office and more.
  
• Assist in creating enduser documentation and contribute to process improvement.
  
• Perform daily health checks to ensure system stability.
  
• Participate in an 8x5 oncall 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 teams 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 nonadministrative 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)
  
• 12 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