Job Summary Purpose:
Technical Support Engineer
We are looking for a Technical Support Engineer to support customers using PRTG Network Monitor. You will serve as the first point of contact for IT professionals, helping them troubleshoot issues, configure monitoring environments, and optimize performance.
This role focuses on 1st to 2nd level support, covering everything from setup to more advanced monitoring scenarios.
Key Responsibilities
- Provide technical support via tickets, chat, and phone
- Troubleshoot and resolve PRTG issues (sensors, alerts, performance, configuration)
- Assist with installation and configuration of PRTG core server and remote probes
- Set up and manage devices, groups, sensors, and auto-discovery
- Work with monitoring protocols such as SNMP, WMI, SSH, and TCP/IP/UDP
- Configure sensor thresholds, triggers, dependencies, and alerting
- Set up and troubleshoot notifications and escalation workflows
- Create and support dashboards, reports, and visualizations (maps)
- Analyze logs, SNMP traps, syslog, and system data to identify issues
- Support monitoring across networks, servers, cloud, and virtualization environments
- Assist with advanced monitoring features and integrations
- Escalate complex issues with clear documentation and findings
- Collaborate with global teams and contribute to knowledge base content
- Ensure a high-quality customer experience through clear communication
Required Qualifications
- Bachelor’s degree in IT or related field (or equivalent experience)
- 3+ years in Network Monitoring Support, system administration
- Understanding of network monitoring protocols
- Knowledge of TCP/UDP/IP, SNMP, WMI
- Hands-on experience in Network Monitoring Tool
- Experience in a ticketing/support environment (Zendesk, ServiceNow, Jira, etc.)
- Hands-on experience with monitoring tools (PRTG, Nagios, Zabbix, SolarWinds)
- Familiarity with Windows Server and IT infrastructure
- Strong troubleshooting and analytical skills
- Ability to analyze logs and monitoring data
- Strong communication skills; fluent in English
Knowledge & Exposure
- PRTG installation, administration tools, and configuration workflows
- Sensor types, limits, triggers, dependencies, and performance tuning
- Advanced sensor technologies, including:
- Custom sensors (script/API-based)
- SNMP custom sensors, SNMP traps, syslog
- Flow monitoring and Sensor Factory
- PRTG architecture and sensor strategy, including performance optimization and overload handling
- Notifications, alerting templates, and ticket integrations
- Design dashboards (maps), reports, and data visualizations
- PRTG clustering and high availability setups
- API integrations and automation use cases
Monitoring:
- Virtualization platforms (VMware, Hyper-V, Citrix)
- Cloud environments (AWS, Azure, GCP)
- Enterprise systems (SQL, email, backup, VoIP/QoS)
- Network devices (Cisco, firewalls, switches, storage systems)
- Basic scripting (PowerShell, Bash)
- Knowledge of ITIL or support best practices
What's in it for you?
- Great base salary
- Sign in Bonus of Php 10,000
- HMO Medical Insurance
- Dental Coverage
- Paid Vacation and Sick leave
- 13th-Month Pay
- Career & Leadership Development Training Programs
- Corporate Employee Discounts on Partnered Stores
WE ARE AN EQUAL OPPORTUNITY EMPLOYER
We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.
Join our Amazing Team Today and Embrace Excellence Together!