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

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)