Level 3 IT Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the ultimate internal escalation point for unresolved Level 1 and Level 2 support issues.

• Analyze and resolve intricate incidents related to infrastructure, network, server, cloud tenants, and endpoints.

• Conduct root cause analysis on recurring incidents and implement permanent solutions and preventative workflows.

• Maintain, secure, and enhance enterprise IT infrastructure across environments including Microsoft 365, Azure, AWS, Active Directory, Entra ID, VMware, and Hyper-V.

• Design, test, and deploy software packages, patches, firmware updates, and security configurations via RMM and MDM platforms.

• Oversee firewalls, VLANs, VPN tunnels, routing policies, and switching infrastructure.

• Work alongside project management and architecture teams to onboard clients, deploy server stacks, migrate workloads to the cloud, and integrate business systems.

• Create and maintain technical documentation, SOPs, knowledge base articles, and network topology diagrams.

• Offer technical guidance, mentorship, and peer review to Level 1 and Level 2 technicians.

• Engage in on-call rotations for high-priority escalations and critical maintenance tasks.

• Uphold security protocols, compliance standards, and industry best practices throughout service delivery workflows.

⛳️ Requirements

• A minimum of 5 to 8 years of practical experience in enterprise IT support, systems administration, or managed service provider (MSP) environments.

• Advanced administration skills in Microsoft 365, including Exchange Online, SharePoint, Teams, Entra ID, and Intune.

• Extensive experience with Windows Server versions 2016/2019/2022, Active Directory, Group Policy, and DNS/DHCP architecture.

• Familiarity with VMware ESXi, Microsoft Hyper-V, and backup/disaster recovery solutions like Veeam and Datto.

• Knowledge of TCP/IP, VPN, DNS, routing/switching, and enterprise firewalls such as Fortinet, SonicWall, or Palo Alto.

• Experience with ITSM and PSA ticketing systems such as ServiceNow and ConnectWise PSA.

• Outstanding methodical problem-solving capabilities in high-pressure situations.

• Ability to convey complex technical concepts in a clear manner to non-technical stakeholders and executive leadership.

• Self-driven with a continuous improvement approach toward emerging technologies and security trends.

• At least 1 or 2 relevant certifications, such as Microsoft Certified: Azure Administrator Associate, Windows Server Hybrid Administrator Associate, CompTIA Advanced Security Practitioner (CASP+), CompTIA Security+, Cisco Certified Network Associate (CCNA), or ITIL Foundation (or higher).

• A Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience is preferred but not mandatory.

🏝️ Benefits

• Work-from-home flexibility.

• Participation in on-call rotation for high-priority emergency escalations and critical maintenance tasks.