Support & Systems Engineer – Level 2 / Level 3

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

📋 Description

• Take ownership of, troubleshoot, and resolve escalated Level 2 and Level 3 support tickets in various customer environments.

• Provide advanced troubleshooting for Windows, Linux, and macOS operating systems.

• Administer and troubleshoot Windows Server, Active Directory, Group Policy Objects (GPOs), Organizational Units (OUs), DNS, DHCP, and hybrid Active Directory.

• Diagnose intricate issues related to operating systems, applications, services, hardware, storage, authentication, and network connectivity.

• Conduct root-cause analysis and implement approved corrective measures.

• Troubleshoot firewalls, VLANs, VPNs, BGP, DHCP, DNS, switching, routing, and enterprise networking equipment.

• Diagnose VoIP issues involving SIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, Quality of Service (QoS), and connectivity.

• Perform packet capture and analyze traffic using tools such as Wireshark, tcpdump, and MikroTik Torch.

• Administer and troubleshoot Microsoft 365, Exchange Online, Entra ID, Intune, identity platforms, and Zero Trust access solutions.

• Manage and troubleshoot Windows Server and Linux systems while monitoring infrastructure health.

• Maintain and troubleshoot environments including Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox.

• Carry out approved maintenance, patching, upgrades, configuration changes, and infrastructure enhancements.

• Keep technical documentation updated for systems, configurations, dependencies, and changes.

• Support Microsoft 365, hybrid identity, Multi-Factor Authentication (MFA), Conditional Access, licensing, mail flow, permissions, and device management.

• Assist with cloud administration, infrastructure deployment, performance troubleshooting, and optimization.

• Troubleshoot VoIP services, SIP trunks, hosted PBX systems, telecommunications infrastructure, and call quality issues.

• Coordinate with carriers, vendors, customers, and senior engineering resources.

• Monitor Remote Monitoring and Management (RMM), network, backup, and infrastructure alerts, and perform necessary remediation.

• Maintain and troubleshoot Veeam and other backup/disaster recovery solutions.

• Execute backup restorations and recovery testing while assisting with disaster recovery protocols.

• Implement security hardening, endpoint protection, MFA, Zero Trust, and compliance practices.

• Investigate security alerts, suspicious activities, authentication anomalies, and cybersecurity incidents.

• Assist with incident containment, remediation, recovery, and documentation.

• Plan and execute migrations related to cloud, infrastructure, and identity, including Google Workspace to Microsoft 365 and Active Directory to Entra ID.

• Oversee assigned migration projects from discovery to completion, covering scope, plans, risks, dependencies, rollback, validation, and handoff.

• Execute migrations with minimal downtime while effectively communicating with stakeholders.

• Automate administrative and operational tasks using PowerShell, Python, Bash, and other tools.

• Create and maintain scripts for administration, monitoring, troubleshooting, deployment, and efficiency.

• Develop and update Standard Operating Procedures (SOPs), knowledge base articles, troubleshooting guides, and training materials in ITGlue, Hudu, Confluence, and internal Wiki systems.

• Meet Service Level Agreements (SLAs), response times, resolution expectations, Key Performance Indicators (KPIs), documentation standards, and operational commitments.

• Maintain ticket notes, work logs, time entries, customer communications, and resolution details.

• Provide technical guidance to Level 1 technicians and support team members.

• Assist junior technicians with troubleshooting, diagnostics, documentation, and development.

• Collaborate with engineering, support, management, customers, and internal teams.

• Work remotely during designated hours, coordinate with U.S.-based operations, attend meetings, and participate in on-call rotations.

• Respond to after-hours incidents while maintaining a secure, professional remote working environment.

• Occasionally travel to customer locations, data centers, or other designated locations when required and authorized.

⛳️ Requirements

• Proven hands-on experience in providing Level 2 and/or Level 3 technical support in an MSP, ISP, enterprise IT, or similar technology business environment.

• Advanced troubleshooting capabilities across Windows, Windows Server, Linux, and common business applications.

• Experience in administering and troubleshooting Active Directory, Group Policy, DNS, DHCP, user permissions, and Windows domain environments.

• Familiarity with Microsoft 365, Exchange Online, Entra ID, and identity management technologies.

• Strong knowledge of TCP/IP, subnetting, VLANs, routing, switching, DNS, DHCP, VPNs, and firewall technologies.

• Ability to investigate complex network connectivity and performance issues using suitable diagnostic tools.

• Experience administering or troubleshooting virtualized environments like Hyper-V, VMware, or Proxmox.

• Understanding of backup and disaster recovery solutions, including troubleshooting backup failures and performing restorations.

• Knowledge of cybersecurity fundamentals, including endpoint protection, MFA, access controls, security hardening, and incident response procedures.

• Ability to troubleshoot Linux systems using SSH, command-line utilities, system logs, and service management tools.

• Experience in independently troubleshooting technical incidents and knowing when to escalate or seek additional assistance.

• Capability to perform root-cause analysis and recommend or implement suitable corrective actions.

• Familiarity with RMM, ticketing, and technical documentation platforms.

• Understanding of SLAs, incident priorities, change management, and professional IT service delivery practices.

• Ability to create and maintain accurate technical documentation, SOPs, and troubleshooting records.

• Experience in executing technical projects, infrastructure changes, system upgrades, or migrations.

• Strong written and verbal communication skills in English.

• Ability to convey complex technical concepts clearly to both technical and non-technical audiences.

• Excellent organizational skills, attention to detail, and capability to manage multiple priorities.

• Ability to work independently in a remote setting while maintaining accountability, responsiveness, and consistent communication.

• Capability to coordinate working hours with U.S.-based operations and participate in scheduled meetings and on-call rotations.

• Reliable internet connectivity and a suitable environment for secure remote work.

• Ability to adhere to established security policies, change management procedures, and customer data protection requirements.

• Preferred: 3–5+ years of relevant experience.

• Preferred: Experience with MSPs, advanced Windows Server, Linux, Microsoft 365, networking equipment, VoIP, virtualization, Veeam, automation, migrations, and technical leadership.

• Preferred certifications include CompTIA Network+ or Security+, Microsoft Azure Administrator Associate, Microsoft 365 or Entra certifications, Cisco CCNA or Juniper JNCIA, virtualization certifications, Veeam certifications, and relevant cybersecurity, networking, Linux, or cloud certifications.

• Ability to work full-time remotely, coordinate with U.S.-based operations, attend scheduled meetings, participate in after-hours/on-call rotations, maintain confidentiality, and occasionally travel.

🏝️ Benefits

• Remote work arrangement.

• Full-time employment.

• Assigned on-call rotation compensation not specified.

• Opportunities to work with a diverse range of managed IT, telecommunications, cloud, networking, and cybersecurity technologies.

• Opportunities to take ownership of complex support incidents and engage in infrastructure and cloud migration projects.

• Opportunities to contribute to technical improvements and collaborate with experienced engineers.

• Professional development through sharing technical knowledge, internal training, and exposure to new technologies.

• Occasional travel to customer locations, data centers, or other designated locations when required and authorized.