[Hiring] Level 3 IT Support Engineer @Manila Recruitment

Role Description

As L3 IT Support Engineer you will serve as the ultimate technical escalation point for complex, high-impact infrastructure and end-user incidents. This role demands advanced troubleshooting acumen, deep systems architecture knowledge, and proactive problem management.

Duties and Responsibilities

• Advanced Technical Troubleshooting & Escalation Management
  • Act as the final internal escalation tier for unresolved issues originating from Level 1 and Level 2 support teams.
  • Diagnose and resolve complex infrastructure, network, server, cloud tenant, and endpoint anomalies affecting clients or internal operations.
  • Perform root cause analysis (RCA) on recurring incidents, implementing permanent patches and preventive workflows to eliminate recurrence.
• Systems Administration & Infrastructure Engineering
  • Maintain, secure, and optimize enterprise IT infrastructures, spanning cloud environments (Microsoft 365, Azure, AWS), hybrid domains (Active Directory, Entra ID), and physical/virtual server virtualization hosts (VMware, Hyper-V).
  • Design, test, and deploy software packages, patches, firmware upgrades, and security configurations via Remote Monitoring and Management (RMM) and Mobile Device Management (MDM) platforms.
  • Manage advanced networking components including firewalls, VLANs, VPN tunnels, routing policies, and switching fabrics.
• Project Implementation & Technical Integration
  • Collaborate with project management and architecture teams to onboard new clients, deploy new server stacks, migrate workloads to the cloud, and integrate client business systems.
  • Author and maintain rigorous technical documentation, standard operating procedures (SOPs), knowledge base articles, and network topology maps.
• Leadership, Mentorship & Quality Assurance
  • Provide technical guidance, mentorship, and peer review to Level 1 and Level 2 technicians to accelerate their diagnostic capabilities.
  • Participate in on-call rotation schedules for high-priority emergency escalations and critical maintenance windows.
  • Enforce security protocols, compliance standards, and industry best practices across all service delivery workflows.

Qualifications

• Minimum 5 to 8 years of hands-on experience in enterprise IT support, systems administration, or managed service provider (MSP) environments.
• Core Technical Competencies:
  • Advanced administration of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID, Intune).
  • Deep experience with Windows Server (2016/2019/2022), Active Directory, Group Policy, and DNS/DHCP architecture.
  • Virtualization platforms (VMware ESXi, Microsoft Hyper-V) and backup/disaster recovery solutions (Veeam, Datto).
  • Networking fundamentals (TCP/IP, VPN, DNS, routing/switching, enterprise firewalls such as Fortinet, SonicWall, or Palo Alto).
  • Familiarity with ITSM and PSA ticketing platforms (e.g., ServiceNow, ConnectWise PSA).
• Analytical Precision: Exceptional methodical problem-solving skills under high-pressure scenarios.
• Communication: Ability to distill highly complex technical concepts into clear, actionable advice for non-technical stakeholders and executive leadership.
• Autonomous Drive: Self-motivated with a continuous improvement mindset regarding emerging technology and security trends.
• At least 1 or 2 relevant certifications, such as Microsoft Certified: Azure Administrator Associate or Windows Server Hybrid Administrator Associate, CompTIA Advanced Security Practitioner (CASP+), CompTIA Security+, Cisco Certified Network Associate (CCNA), ITIL Foundation (or higher), or an equivalent certification.

Nice-to-have / Advantageous Skills

• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.
• Microsoft Certified: Azure Administrator Associate or Windows Server Hybrid Administrator Associate.
• CompTIA Advanced Security Practitioner (CASP+) or CompTIA Security+.
• Cisco Certified Network Associate (CCNA).
• ITIL Foundation (or higher).