System Administrator (Tier 3 Escalation)

Bugallon - Philippines

Monthly Salary: Not Disclosed

Experience Required: 7years

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

This is a remote position.

We are seeking a System Administrator (Tier 3 Escalation) to serve as the final technical authority manage ticket flow during business hours communicate directly with clients and continuously improve system security and internal IT operations. The goal is a fully documented standardized and automated technical operation requiring no owner intervention within 90 days.

Team Structure:

Tier 1: Live help desk handling basic issues
Tier 2: Technicians handling on-site work and standard escalations
Tier 3 (This Role): Final escalation authority and technical decision maker

Tier 3 Technical Authority:

Serve as the final escalation point for all technical issues
Provide guidance and support to Tier 2 technicians
Make final decisions on complex problems and drive resolutions
Ensure all changes are low-risk with proper rollback procedures

Ticket Queue Oversight & Coordination:

Monitor ticket queues and ensure progress during shift
Identify stalled tickets and drive resolution
Coordinate internally using Slack
Enforce urgency prioritization and accountability

Client Communication:

Proactively contact clients on complex issues
Explain problems resolutions and next steps clearly
Represent the company as a Tier 3 technical authority

Security & Operational Improvement:

Continuously improve client system security
Identify risks and recommend solutions
Enhance documentation workflows and internal processes
Automate and standardize operations to reduce recurring work

Preferred Tech Stack:

Atera (RMM and PSA)
Hudu (documentation)
Huntress Axcient
Microsoft 365 Unifi Domotz
RingCentral
Dental/medical software (Dentrix Eaglesoft OpenDental)

Success Metrics:

Owner has zero involvement in technical issues after 90 days
Ticket backlog remains near zero
Fewer incidents caused by careless changes
Continuous improvement of operations documentation and standards

Requirements

Fluent English (spoken and written)
Confident in client communication and incident leadership
10 years IT experience; 3 years MSP experience
Strong network and system administration background
Risk-aware with disciplined change management
Deep experience in routing switching firewall rules and network segmentation
Strong Microsoft 365 and Active Directory / Entra ID administration
Ability to operate independently as Tier 3 with no escalation
Fast ticket response and accountability
Reliable internet workstation and professional headset

Benefits

Paid Leaves & Birthday Off: Take time when you need it and convert unused leave into cash! Plus enjoy an extra day off on your birthday.
Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
Performance-Based Salary Increase: Enjoy a raise after regularization
Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
Employee Recognition: Be rewarded for your hard work with incentives and recognition.
Engaging Team Activities: Join in on Family Days Summer Splash and other fun events that strengthen the iReply community.

Required Skills:

Fluent English (spoken and written) Confident in client communication and incident leadership 10 years IT experience; 3 years MSP experience Strong network and system administration background Risk-aware with disciplined change management Deep experience in routing switching firewall rules and network segmentation Strong Microsoft 365 and Active Directory / Entra ID administration Ability to operate independently as Tier 3 with no escalation Fast ticket response and accountability Reliable internet workstation and professional headset

Required Education:

Any Computer Related Courses

This is a remote position. We are seeking a System Administrator (Tier 3 Escalation) to serve as the final technical authority manage ticket flow during business hours communicate directly with clients and continuously improve system security and internal IT operations. The goal is a fully docume...