L3 IT Support Engineer | Eastwood | URGENT!
- Compensation
- 100K–120K / mo
- Location
- Eastwood, Metro Manila
- Work setup
- Onsite
- Seniority
- Middle
- Employment
- Not specified
- Experience
- 4+ years
- Category
- It support
- Posted
Skills
Must have
- 4-7 years of experience in IT Support, Service Desk, Systems Administration, or Infrastructure Support.
- Strong experience supporting enterprise Windows and Mac environments.
- Advanced knowledge of: Microsoft 365 Administration Active Directory and Microsoft Entra ID (Azure AD) Group Policy Management Microsoft Intune or similar endpoint management solutions Exchange Online
- Strong understanding of networking concepts: TCP/IP DNS DHCP VPN Routing and connectivity troubleshooting
- Experience with ITSM platforms such as: ServiceNow Jira Service Management Zendesk Freshservice
- Knowledge of cybersecurity principles, security frameworks, and common threat vectors.
- Experience supporting endpoint security platforms, antivirus solutions, and EDR technologies.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills.
Nice to have
- Customer-focused with a professional and service-oriented mindset.
- Strong leadership and mentoring capabilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Exceptional attention to detail and documentation practices.
- Proactive approach to identifying and resolving technical issues.
- Passion for continuous learning and cybersecurity advancement.
- Comfortable participating in on-call rotations and major incident response activities.
Full description
Salary: ₱100,000 – ₱120,000 per month
About the RoleWe are seeking an experienced and customer-focused L3 IT Support Technician with strong expertise in enterprise IT infrastructure and cybersecurity best practices. This role serves as the highest technical escalation point for complex incidents, providing advanced troubleshooting, root cause analysis, and resolution of critical IT and security-related issues.
The successful candidate will support and optimize end-user computing environments, Microsoft 365 services, identity management platforms, network infrastructure, and security solutions while ensuring secure and reliable IT operations across the organization.
Key Responsibilities
Advanced Technical Support & Escalation
- Serve as the Level 3 escalation point for technical issues unresolved by Level 1 and Level 2 support teams.
- Diagnose and resolve complex issues involving:
- Windows and Mac operating systems
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Active Directory and Microsoft Entra ID (Azure AD)
- Endpoint management platforms (Intune, JAMF, or similar)
- Networking, VPN connectivity, and remote access technologies
- Business-critical applications and cloud services
- Perform root cause analysis (RCA) for recurring incidents and major outages.
- Coordinate with vendors, third-party providers, and internal technical teams to resolve complex issues.
Systems Administration & Infrastructure Support
- Manage user accounts, permissions, security groups, and access controls.
- Administer Microsoft 365 environments and implement configuration changes.
- Support Windows Server environments, Group Policy management, and identity services.
- Assist with system upgrades, hardware refreshes, migrations, and technology rollouts.
- Monitor system health and proactively identify infrastructure risks.
Cybersecurity & Compliance
- Implement and maintain cybersecurity best practices across the IT environment.
- Enforce security controls including:
- Multi-Factor Authentication (MFA)
- Password and access management policies
- Conditional Access policies
- Endpoint protection and EDR solutions
- Investigate and respond to security alerts, vulnerabilities, and suspicious activities.