Senior IT Support Engineer

With over 20 years of operations, we have built a team of futurist thinkers who have become one of the foremost providers of proactive and strategic IT services to small-medium organisations in New Zealand.
We have a collaborative international team where all team members gain exposure to and experience in emerging and innovative technology.

We are committed to a futurist mindset, innovation and excellence and we have successfully catered to a broad spectrum of clients, ensuring that they leverage technology to their advantage – whilst minimising cybersecurity risks. As part of our growth, we are excited to strengthen our team with a Senior (Level 2/3) IT Support Engineer based in the Philippines.

As a Senior IT Support Engineer at Gorilla Technology, you will be instrumental in offering technical support, guidance, and solutions to help solve technical queries and issues. This role involves operating an internal point of escalation for our established team of IT Engineers seeking input and advanced and complex IT issues. Your in-depth IT knowledge and skills will be key to guaranteeing the efficient resolution of detailed technical issues. This is a remote working from home (WFH) role, generally working local Philippines hours, however there may be work outside of these hours from time-to-time.

RESPONSIBILITIES:
1. Promptly diagnose, troubleshoot, & resolve technical issues related to hardware, software, network & other IT systems.
2. Oversee and maintain the performance, security, and consistency of company and client systems, servers & networks.
3. Construct & uphold comprehensive documentation on IT processes, system configurations, and solutions to issues.
4. Propose enhancements in systems, process workflows, methodologies & tools to ascertain optimal performance & experience.
5. Take the helm or be an active participant & leader in IT projects, encompassing a range of projects from system upgrades to new software/hardware installations & more.
6. Guide junior support engineers & conduct training sessions for non-technical staff on IT best practices & contemporary tools.

We pay competitive salaries, including 13th month payments, health insurance and generous leave entitlements. We champion ongoing avenues for learning and professional development and being remote, this role allows working from home.

We’re looking for someone with approximately 5-10 years’ experience in an IT Support role, with at least 2 years in a senior or leadership position, that has the right attitude, can fit into our “Gorilla Way” and enjoys finding solutions to problems. You will need to be proficient in configuring and managing a broad range of technologies that are relevant to smaller-midsize organisations such as Microsoft 365, Windows, Azure, Mac OS, Firewalls, Backup and Endpoint Protection. If you’re a self-starter, with a proven track record, we would love to hear from you.

PREFERRED TECHNICAL SKILLS
• Windows 10 / Windows 11, Mac OS, Linux
• Microsoft 365 setup and administration
• Cyber Security & Business Continuity
• Microsoft Azure, Azure DevOps
• Smartphone/tablet expertise: Android, iOS, iPadOS
• Mobile Application Management, Mobile Device Management
• Windows Server, Exchange Server
• SQL Server, PowerBI
• Firewalls, Routing, Switching, Fortinet/Fortigate, etc
• Domain Administration and Websites experience
• Strong virtualisation experience
• Backup system experience
• Automation expertise: PowerShell, Zapier, Microsoft Power Platform, etc
• Google Cloud Administration experience, AWS Cloud Administration experience
• VOIP and Phone system administration
• Infrastructure as code (IAC)

If you think you would be a good addition to the Gorilla Technology team, please email your resume to careers@gorillahq.com and we’ll be in touch!