IT Support Engineer

Black & White Engineering is a multi-award-winning engineering consultancy, with nearly 600 employees in teams based in our UK, European, Middle East and Asia Pacific offices. We have been providing a wide range of Mechanical, Electrical and Plumbing (MEP) engineering consultancy services since 2007 and are now expanding our Civil and Structural Engineering division.

Our engineering expertise reaches across all sectors of the construction industry, providing pragmatic and practical design solutions to ensure our projects are spatially and operationally efficient. Our design process fully considers the installation and maintenance practicalities on site.

Due to continued growth of our business, we have an exciting opportunity for an enthusiastic and highly motivated technical support engineer to join our team at our Manila office. Assisting with the smooth running of the IT infrastructure, the successful candidate will be part of a robust team that provide support across the business ensuring hardware and software issues are resolved promptly and effectively.

The successful candidate will have a wealth of experience in EUC support, Enterprise IT Infrastructure implementation and support both on Cloud and on premise. They will have a thorough understanding of IT Security best practices. Excellent communication skills both face to face and over the phone and have worked in a similar position supporting end users and troubleshooting.

• To provide support to users in resolving IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.
• To provide timely communication to users on the status of their service requests and incidents.
• Prioritise and schedule assigned support activities and tasks.
• To apply appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents.
• Provide first line support for business applications and support of associated business software.
• Liaise with 3rd Party Suppliers of solutions in support of IT application-related incidents and ensure problems are resolved in a timely and professional manner.
• Design, test and modify management reports using existing tools.
• To support the development of applications under the supervision of the Group IT Manager.
• Maintain IT application support technical documentation.
• Police IT Policies and procedures to ensure compliance with ISO27001.
• Monitoring of Hardware and Software inventory and ensuring that only approved/licenced devices and software’s are used.
• Carry out ad hoc duties as required by the Group IT Manager.
• Implementation of a Global IT Strategy at a Regional level.

• Understanding of and experience with Incident/Request/Problem ITIL principles
• End user compute support across all locations
• Microsoft Windows Desktop, Server OS and Virtual environment administration
• Knowledge of Server based hardware (e.g., Dell, HP)
• Excellent knowledge of the Microsoft Cloud stack, including Azure Cloud, Azure AD, M365 product suite with a particular focus on Exchange online and SharePoint administration.
• Can display a strong understanding of Microsoft Defender suite for Endpoints (Intune), AIP, DLP and Cloud security.
• Experience in the implementation and management of Networks, Wi-Fi and Enterprise Firewall solutions across a wide range of vendors
• Knowledge of enterprise Backup Solutions (e.g., Veeam, Azure Backup)
• Implement and maintain Cloud and on-prem storage solutions.
• Experience with monitoring solutions utilizing traffic analyzer, NetFlow collectors, and capacity management tools.
• Experience in the following areas – SIEM, Azure Sentinel, Vulnerability Intelligence: Qualys, Tenable IO or Nessus – Windows patch management, 3rd party application patch management tools.
• Thorough understanding of Threat Prevention and Detection technologies along with Malware Detection and Remediation technologies
• Knowledge of Information Security Management frameworks such as ISO 27001, NIST Cybersecurity, CIS Controls. Understanding of the Policies and Processes required for compliance.
• Experience with the setup and support of Secure Email Gateway and Email archiving systems.
• Experience with the Autodesk product suite would be an advantage.
• Good organizational and time management skills
• Must be presentable, with good customer facing skills.
• Excellent written and verbal communication skills and can provide comprehensive documentation.
• Ability to plan and prioritise workload.
• Ad hoc travel maybe required to other B&W offices.

• Accountability: Everyone is accountable.
• Integrity: We are straight-talking, respectful, and fair.
• Simplicity: Both in our approach and solutions.
• Supportive: We are approachable, inclusive, and we recognise success.
• Quality: We strive to get it right first time, every time.