Level 3 Support Engineer
Summary
The Tier 3 (T3) Support Technician is responsible for providing advanced technical support and resolving complex IT issues escalated from Tier 1 and Tier 2 teams. This role requires deep expertise in systems, networking, and infrastructure, with a strong focus on troubleshooting, root cause analysis, and implementing long-term solutions. The T3 Technician also plays a key role in mentoring junior team members and improving overall support processes. Job Responsibilities Handle escalated technical issues from Tier 1 and Tier 2 support teams, ensuring timely resolution Perform advanced troubleshooting across servers, networks, cloud platforms, and end-user systems Conduct root cause analysis and implement permanent fixes to prevent recurring issues Manage and maintain IT infrastructure, including servers, virtualization platforms, and network devices Support and administer systems such as Active Directory, Microsoft 365, Azure, and other cloud environments Collaborate with internal teams and clients to resolve complex technical concerns Document solutions, processes, and troubleshooting steps in knowledge base systems Provide guidance, training, and mentorship to junior support staff Participate in system upgrades, migrations, and IT projects as needed Ensure adherence to SLAs, security policies, and best practices
Qualifications
Minimum of 5+ years of experience in IT support, systems administration, or a similar role Strong expertise in Windows Server, Active Directory, and Microsoft 365 environments Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls) Experience with virtualization technologies (VMware, Hyper-V, or similar) Exposure to cloud platforms such as Microsoft Azure or AWS Proven ability to troubleshoot complex technical issues across multiple systems Strong communication and problem-solving skills Experience working in an MSP or service desk environment is highly preferred
Requirements
Job Requirements Ability to work in a fast-paced, client-facing environment with minimal supervision Strong analytical and critical thinking skills Excellent documentation and organizational skills Willingness to work flexible shifts or on-call schedules, if required Reliable internet connection and suitable remote work setup (if applicable) Relevant certifications (e.g., Microsoft, Cisco, VMware) are a plus but not required
Benefits
What We Offer: ✅ Competitive Salary ✅ 100% Remote Setup (Work anywhere in the Philippines) ✅ Full-Time Employment with long-term stability ✅ Company-Provided Laptop ✅ Complete Statutory Benefits ✅ HMO with Free Dependent ✅ Life Insurance Coverage ✅ Night Shift Schedule (Mon–Fri, 8 hours)