L1 Support Engineer, Managed Services & Premium Support
Kollab Inc.
- Mandaluyong, PhilippinesG/F, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- ₱18,000.00 - ₱20,000.00 / monthPHP180002000018000MONTH
- Full timeFULL_TIME
Posted a day ago and deadline of application is on 26 Jul
Recruiter was hiring 14 hours ago
2026-05-28T11:59:15.770487+00:002026-07-26T16:00:00+00:00Job Description
- Receive and acknowledge incoming customer requests across email, ticketing portal, and chat — per SLA response times
- Triage and categorize tickets correctly so they get to the right specialist or queue
- Resolve common requests using our runbook library — user provisioning, access changes, basic configuration, status checks, license operations, simple integrations
- Escalate complex incidents to L2 Cloud Ops, AMS engineers, APIOps specialists, or the relevant Platform Specialist with a clean handoff brief
- Maintain ticket hygiene — priority, time tracking, customer communication, closure notes
- Contribute to the runbook library — every recurring ticket becomes a runbook so the next L1 can resolve it faster
- Coordinate with the Service Level Manager on customer-facing communications and status updates
Minimum Qualifications
- 0–2 years in any IT support, helpdesk, NOC, or junior cloud/SaaS admin role — fresh graduates with strong fundamentals very welcome
- Comfortable with at least one cloud or SaaS platform at user-admin level — Google Workspace, Microsoft 365, GCP, AWS, AppSheet, Kissflow, anything counts as a starting point
- Excellent written English — most of your day is in writing, and our customers are enterprise stakeholders
- Calm, friendly, professional communication — you can deliver bad news without making the customer feel worse, and you can ask clarifying questions without sounding lost
- Ticket discipline — you respect SLAs, you follow up, you close loops, you don't let things rot in your queue
- Curiosity — when you don't know the answer, your first move is to find it and write it down so it's known the next time
- Educational background: BS in Information Technology, Computer Science, Information Systems, or related — or equivalent practical experience. We will absolutely consider strong self-taught candidates with a portfolio.
Perks and Benefits
Gym Membership
Medical / Health Insurance
Paid Sick Leave
Performance Bonus
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Transportation Allowances
Maternity & Paternity Leave
Other
What we offer
- Genuine career ladder L1 Support is the launching pad into L2 CloudOps, AMS, APIOps, WorkspaceOps, WorkOps, or AIOps. We promote from within and we sponsor the certifications to get you there
- Funded certifications across the Kollab partner stack — Google Cloud, AWS, Akamai, Kissflow, AppSheet, and more. Exam vouchers reimbursed on pass
- Exposure to enterprise IT operations across banking, telco, retail, manufacturing, and public sector
- Mentorship from L2 engineers, Service Level Managers, and the broader delivery team
- HMO with dependent coverage, leave credits, shift differentials, government-mandated benefits, 13th month
- 24×7 rotating shifts — structured rotation, not chaotic on-call
- Remote-first work with modern tooling
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- BSA Twin Towers, Bank Drive, Ortigas Center, Mandaluyong, Philippines
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About Kollab Inc.
Kollab is a premier digital transformation advisor with over 1,100 enterprise customers across Southeast Asia. We partner with industry leaders — including Google, Amazon, and Okta — to deliver solutions across cybersecurity, AI & data analytics, infrastructure modernization, productivity & automation, and managed services.
Kollab is certified as a Great Place to Work® and has been recognized as one of the Best Workplaces™ in Asia. In both 2024 and 2025, we ranked #1 among the Philippines Best Workplaces™ in the small category. For 2026, we ranked #5 for the Medium Category. We offer above-market compensation and benefits.