Tier 3 Helpdesk Support Technician

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

📋 Description

• Identify and resolve intricate issues involving: Servers, networks, and cloud environments

• Active Directory, Group Policy, and identity management systems

• Exchange / Microsoft 365 email services and permissions management

• Firewall, VPN, and network connectivity solutions

• Troubleshoot virtualization technologies (VMware, Hyper-V)

• Address backup failures and execute recovery procedures

• Configure and maintain: Firewalls, switches, VPNs, Windows Server environments, Azure / Microsoft 365 tenants

• Monitor RMM dashboards and react to alerts

• Conduct cybersecurity assessments and remediation (phishing, malware)

• Support endpoint security and email filtering systems

• Assist with compliance and risk mitigation initiatives

• Engage in client discovery and environmental evaluations

• Record all tickets, solutions, and system modifications

⛳️ Requirements

• At least 4 years of Tier III experience in an MSP setting (REQUIRED)

• Experience providing support across multiple industries

• Background in assisting small to mid-sized business environments

• Technical Proficiency: Windows Server, Active Directory, Group Policy, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Networking (DNS, DHCP, TCP/IP, VPNs, firewalls), Virtualization (VMware, Hyper-V), Backup & Disaster Recovery solutions, Azure / Entra ID (basic to intermediate), Endpoint security / EDR tools, Email filtering solutions (e.g., Barracuda)

• Tools & Platforms: ConnectWise Manage (REQUIRED), IT Glue (REQUIRED), RMM tools (Datto RMM preferred), Remote access and diagnostic tools, Automation & Scripting (PowerShell preferred, Basic scripting (Bash/Python is a plus))

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible work arrangements