L3 Support Engineer

This is a remote position.

SUMMARY
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.
JOB RESPONSIBILITIES
Incident Management:

• 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.

System and Security Maintenance:

• 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.

Deployment and Configuration:

• Support remote deployment tasks, including application installations and system configurations.
• Assist with after-hours changes, ensuring minimal client disruption.

Virtualization and Networking:

• Troubleshoot and maintain VMware environments.
• Configure and manage VPNs, DNS, DHCP, firewalls, and routing rules.

Documentation and Communication:

• Document issue resolutions and processes in the company ticketing system.
• Develop technical documentation for client-specific systems and tools.
• Effectively communicate complex technical concepts to non-technical audiences.

Continuous Improvement:

• Recommend process improvements to enhance support efficiency.

QUALIFICATIONS
Technical Expertise:

• Strong knowledge of Microsoft Server, Active Directory, and related services.
• Experience with VMware hypervisors.
• Proficiency in Microsoft 365 and Entra.
• Familiarity with security vulnerability assessments and remediation.

Soft Skills:

• Exceptional problem-solving and time-management abilities.
• Strong written and verbal communication skills.
• Ability to maintain professionalism under pressure.
• Operates effectively in a team setting with minimal supervision.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.

• 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