IT Systems Engineer
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Position Title: Systems Engineer

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Lead the Systems Engineering and Administrations in providing I.T. services to business process operations and support groups, such as Active Directory, LAN access, file storage, Internet, software applications, call recordings, email, etc.
  2. Ensures that the IT Systems KPIs and metrics, such as reliability, efficiency, and availability, are met.
  3. Develops and enforces policies, standards, and procedures to avoid unnecessary issues with regards to Systems operation.
  4. Ensures that Company systems are top-notch and competitive in the industry, and are able to meet the expanding requirements of the Company through proper capacity planning.
  5. Evaluate the status and condition of IT Systems infrastructure for both on-prem and cloud services and recommends short and long-term expansions, aligned with established standards and requirements, to proactively anticipate the growth of the organization.
  6. Provides support for internal and external customers/users.
  7. Resolves all systems administrative requests forwarded by the Helpdesk
  8. Provide prompt resolutions to users, preventing delays that impact Operations and the activities of other Support groups.
  9. Support the IT team during the transition into production for new clients and services.
  10. Coordinate other technical and PM resources to deliver solutions that follow best-practice standards.
  11. Use project lifecycle methodology including the creation of charters, budgetary estimates, technical project plans, and detailed documentation related to Systems infrastructure. 
  12. Participate in the strategic planning process and assist with managing strategic vendor relations.
  13. Participate in team initiatives for new technology introductions/deployments, and establish standard architectures that align with best practice principles.
  14. Provide Tier 3 engineering support during critical operational incidents and ensure the stable operations of the Active Directory, mail, backup, DFS, and other related systems infrastructure.
  15. Acts as the situation manager, to remediate unplanned events that adversely impact the Systems or client tools. 
  16. Improve and maintain current systems infrastructure and leverage the manufacturer for advanced support.
  17. Maintains, optimizes, and reacts to industry-leading enterprise monitoring tools
  18. Manage the Active Directory for computer and user policies, email administration.
  19. Will function in a customer-facing role and therefore expected to be approachable, service-minded, and articulate in communicating complex technical issues and plans for remediation.
  20. Maintain server availability for redundancy and resiliency.
  21. Understands and accounts for peak load, manages peak load events, etc.
  22. Follows Standard Operating Procedures (SOPs) for operational efficiency.
  23. Participate in security audits of the servers and backup system and improve the security posture.
  24. Support and resolve PCI, SOC2, HIPAA compliance regulations as it relates to Systems Infrastructure.
  25. Tests disaster recovery both on a global and on a site-by-site basis. Also to partner with clients to validate Systems infrastructure resiliency between data centers and the client under review


  1. Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.
  2. MCSA, MCSE. Preferably ITIL and/or AWS certified.
  3. 6-10 years IT Systems experience for Microsoft Active Directory and backup.
  4. 1-3 years experience with Cloud services such as Microsoft, GSuite and AWS
  5. Excellent working knowledge of I.T. systems and equipment as well as their installation, administration, configuration, maintenance, and repair.
  6. Working knowledge of I.T. requirements/demands in a call center/business process Operations and organization, particularly in the area of Operations support.
  7. In-depth understanding of  Active Directory and backup
  8. Experience with at least 2 of the following compliance requirements: PCI DSS, SOC 2, HIPAA/HITRUST, and ISO 27001.
  9. Background in monitoring tools such as Solarwinds or HP Openview.
  10. Working knowledge to troubleshoot all layers of the OSI model
  11. Understanding of security best practices.
  12. Proficient knowledge of protocol analyzers (e.g. Wireshark)
  13. Customer-oriented mindset and willingness to engage
  14. Ability to juggle multiple responsibilities; understanding of prioritization
  15. Strong leadership and managerial skills.
  16. Project management skills.
  17. Excellent oral and written communication skills.  Fluency in the English language.
  18. Adaptive to changing work schedules and working hours.
  19. Excellent customer orientation and good business acumen
  20. Strong problem-solving, decision-making, and analytical skills


The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.