{"id":1469905,"url":"https://alion.io/job/product-life-group-support-and-field-engineer","title":"Support and Field Engineer","company":{"id":1921838,"name":"Product Life Group","domain":"productlifegroup.com","url":"https://alion.io/company/productlifegroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":39000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":788},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-09T00:00:00Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-19T09:36:38Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"Job Description\nAbout the Role\nProductLife Group is seeking a Support & Field Engineer to join its ICT team. In this role, you will provide technical support to end users, troubleshoot software and system issues, ensure SLA compliance, and deliver an excellent user experience. You will also provide onsite support when required and contribute to continuous improvement initiatives.\nKey Responsibilities\nCustomer Support\nRespond to user requests and incidents via the ticketing system.\nProvide technical support and troubleshooting assistance.\nDeliver onsite field support and facilitate onboarding/offboarding activities.\nInvestigate and resolve technical incidents while maintaining high customer satisfaction.\nEscalate complex issues when necessary and act as an escalation point for Level 1 support.\nEnsure effective communication with users throughout the incident lifecycle.\nTechnical Troubleshooting\nSupport and administer Microsoft 365 services, including:Exchange Online\nMicrosoft Teams\nSharePoint Online\nOneDrive\nIntune\nEntra ID (Azure AD)\n\nTroubleshoot Windows devices, mobile devices, software deployment issues, and security policies.\nResolve network, VPN, authentication, printing, and connectivity issues.\nPerform advanced troubleshooting using logs, monitoring tools, PowerShell, and vendor resources.\nSupport software deployments, upgrades, migrations, and ICT projects.\nTicket Management & SLA Compliance\nPrioritize and manage incidents according to business impact.\nMaintain technical documentation, SOPs, and knowledge base articles.\nConduct root cause analysis and recommend preventive measures.\nMonitor service performance and recommend improvements.\nContinuous Improvement\nIdentify automation opportunities and process enhancements.\nParticipate in operational excellence initiatives.\nAnalyze support trends and recommend corrective actions.\nShare technical knowledge and contribute to team training activities.\nRequired Qualifications\nEducation\nBachelor’s degree in Computer Science, Information Technology, or a related field preferred.\nEquivalent work experience or relevant certifications will also be considered.\nExperience\n3 to 5 years of experience in:IT Service Desk\nTechnical Support\nEnd User Computing roles\n\nTechnical Skills\nMicrosoft 365 administration and support.\nMicrosoft Intune.\nEntra ID (Azure AD) and Active Directory.\nWindows 10/11 troubleshooting.\nNetworking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi).\nITSM tools such as ServiceNow, Freshservice, or similar platforms.\nPowerShell scripting knowledge is a plus.\nExperience supporting multinational organizations and remote users is advantageous.\nLanguages\nEnglish: Fluent spoken and written English with strong technical communication skills. 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