Level 3 Support Engineer - Remote

Overview

The Level 3 Support Engineer is a critical role within the company, serving as the last line of support for technical issues escalated by end-users and internal teams. This fast-paced position requires advanced troubleshooting skills, technical expertise, and a proactive approach to ensure seamless operations for our clients.

In Short

• Diagnose and remediate alerts from monitoring platforms.
• Troubleshoot and resolve hardware, software, and network issues.
• Respond to and resolve emergency outages per client-specific escalation plans.
• Implement security patches and updates provided by the company security team.
• Conduct system updates, such as Server OS and firmware upgrades.
• Review and remediate security vulnerabilities.
• Support remote deployment tasks, including application installations and system configurations.
• Document issue resolutions and processes in the company ticketing system.
• Recommend process improvements to enhance support efficiency.
• Communicate complex technical concepts to non-technical audiences.

Requirements

• Strong knowledge of Microsoft Server, Active Directory, and related services.
• Experience with VMware hypervisors.
• Proficiency in Microsoft 365 and Entra.
• Exceptional problem-solving and time-management abilities.
• Ability to maintain professionalism under pressure.
• Willing to accept a long-term work-from-home arrangement.
• Amenable to a permanent night shift schedule.

Benefits

• Full Philippine Statutory Benefits
• 13th month Pay
• De Minimis Allowance
• Night shift differential pay
• PTO
• Health insurance
• Life insurance - (maximum of PHP 3M coverage)
• Equipment