IT Support engineer (manila)8x8

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
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Are you ready for that next challenge where your commitment and accountability to engineer, administer, and support great IT services is matched by equal opportunity, integrity, and "Play to Win" values? Are you looking for a company experiencing sustainable growth, has a great product catalog and has amazingly cool technology? If so, read has an exciting opportunity on our internal Information Technology team for an IT Engineer with diverse skills and experience, desire to personally lean in and make a difference, and a strong affinity and ability to build and develop systems, processes, knowledge, people, governance, and overall technology competencies within a dynamic enterprise environment.
8x8, Inc. (NYSE:EGHT) cloud communication solutions help businesses transform their customer and employee experience with one system of engagement for voice, video meetings, chat, team messaging, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8x8 helps organizations communicate, collaborate and connect from anywhere using any device. No on-premises equipment or maintenance required. That means fewer vendors, fewer bills and fewer apps to manage and provision. Whether you've got 10 employees or 10,000 - one office or 1,000 - brings it all together.
Responsibilities
Proactively monitor, administer, and provide escalated support for 8x8 Enterprise Infrastructure systems, platforms, processes, and services across multiple technical domains and functions spanning:
IT Asset (laptops, user peripherals, facility technology) management, vendor procurement, imaging, provisioning, and lifecycle
User in-person IT Technical "Walk-up" assistance
Remote "Chatroom" initiated & ITSM tool ticket generated system and user IT Technical assistance
"Special Event" Technical Support (working with AV Vendors, supporting executive presentations/"all hands" meetings, etc.)
End-user devices (PCs, Macs, MDM) and user process and productivity tools Physical Facility infrastructure (Video Surveillance, Audio Visual, Digital Display, Kiosk, Workforce/Facility/Guest Management)Local support for Physical Network infrastructure (switches, routers, wireless access points, cabling)
Business functional and enterprise enabling SaaS and on-premise applications
Cyber Security (Antivirus/Threat Protection, Authentication, Access, and Identity Management)
Private and Public Cloud infrastructure and integrations (IaaS, PaaS, Server OS, Database, Virtualization, Storage/SAN, Backup, DR)
Domain Services (IPAM, DNS, DHCP, Active Directory, Certificate Management)
Integration and DevOps (Automation/Orchestration)
Be the local "IT Brand Representative" within the 8x8 Manila, Philippines office supporting local, remote regional, and global 8x8 enterprise users
IT services problem/incident troubleshooting and resolution in partnership with the greater 8x8 IT team, our peers, partners, and business customers
Conduct and present root cause analysis of incidents as appropriate
Create and contribute to end-to-end solution diagrams, designs, strategic technology roadmaps of 8x8 Network systems, platforms, and services
Document, implement, and execute Disaster Recovery and High-Availability plans Contribute to and improve: Standards, governance, processes, knowledge, and documentation for 8x8 Enterprise Infrastructure systems, platforms, and services
Identify stability and performance trends that indicate the need for strategic changes to Infrastructure architecture/design/selection
Build and maintain productive collaborative relationships with external vendor technicians, peer engineers, and client business teams
Work to advance the overall IT team technical capabilities and ITSM maturation by creating and maintaining IT knowledge (support procedures, operating procedures, best practices, standards, training materials, etc.). Train IT support staff, peer engineers, and end-users.
Skills required
Bachelor's degree in Computer Science, Information Technology or other technical program (Industry certifications or additional years of experience may offset degree requirement) 2 plus years of career progression in technology systems support and administration roles (with at least 2 years with direct accountability administering technical infrastructure systems and applications) to include:
Administration and support of end-user facing technical services
Solid technical knowledge of at least one infrastructure technical domain
An understanding of the interdependencies of multiple infrastructure technical domains
An understanding of network/system component architecture, end-user device types, Microsoft operating systems, and application delivery models
Ability to travel up to 25% domestic and international
Experience presenting ideas effectively with varying levels of technical and non-technical audiences
You must possess the ability to analyze, troubleshoot, and solve problems up to low-medium complexity as well as prioritize tasks to complete requests and meet deadlines
The ability to work and think independently, be a self-starter, take initiative, and be highly effective with or without detailed work direction is an absolute must
Must be able to work non-traditional work hours as needed (including from home over high-speed Internet (not provided)), and occasional off hours to control interruptions to critical services and minimize business impact
Ability to work in-person at the 8x8 Manilla, Philippines location full-time spanning any of the 7 days of the week (Arthaland Century Pacific Tower, Level 9 & 10, 5th Avenue Corner, 30th Street, Bonifacio Global City, Manila, Philippines)
Ability to (potentially frequently) lift and move equipment weighing up to 70 pounds throughout the office for various business needs
Must be able to remain in a stationary standing position 60% of the time
The person in this position needs to occasionally move about inside the office to access and deploy IT equipment to multiple office floors, and within various physical conditions and environments
Nice to have
Experience provisioning, administering, and supporting:
An understanding of IP addressing, as well as common network, routing, communication, and application protocols such as (SIP, TCP, UDP, HTTPS, SSL)
Familiarity with authentication, access, device security/anti-virus and network security
Experience with network and application diagnostic, monitoring and analysis tools (e.g. Wireshark/tcpdump, SNMP, RMON)
Experience in working with vendor partners and engaging manufacturers account teams and technical support for product lifecycle and to drive issue resolution
Experience with audit, governance, and compliance (CPNI, GDPR, Sarbanes Oxley, PCI DSS, HIPAA, etc.)
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
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8x8

Manila City, Metro Manila
Permanent
Full-time