Tier 3 Helpdesk Support Technician
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Job Location:
National Capital Region - Philippines
Monthly Salary:
Not Disclosed
Experience Required:
5years
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
This is a remote position.
SUMMARY
We are seeking a highly skilled client-focused Tier III Support Technician (Escalations Engineer) to join our Managed Services team. This role is responsible for resolving complex technical issues escalated from Tier I supporting diverse client environments and contributing to both reactive support and proactive system improvement. The role will act as a technical bridge between frontline support and advanced engineering ensuring system stability security and performance across client environments.
JOB RESPONSIBILITIES
- Advanced Technical Support & Escalations
- Diagnose and resolve complex issues across:
- Servers networks and cloud environments
- Active Directory Group Policy and identity systems
- Exchange / Microsoft 365 email and permissions
- Firewall VPN and network connectivity
- Troubleshoot virtualization platforms (VMware Hyper-V)
- Resolve backup failures and perform recovery operations
- Infrastructure & System Management
- Configure and maintain:
- Firewalls switches VPNs
- Windows Server environments
- Azure / Microsoft 365 tenants
- Monitor RMM dashboards and respond to alerts
- Ensure backup integrity and business continuity
- Security & Compliance
- Perform cybersecurity checks and remediation (phishing malware)
- Support endpoint security and email filtering platforms
- Assist with compliance and risk mitigation efforts
- Project & Client Engagement
- Execute mid-level technical projects (migrations upgrades on-boardings etc.)
- Participate in client discovery and environment assessments
- Recommend improvements aligned to client business needs
- Team Support & Mentorship
- Provide escalation support to Tier I technicians
- Mentor junior team members and improve technical capability
- Collaborate with Tier III engineers on complex initiatives
- Documentation & Process Discipline
- Maintain accurate high-quality documentation (95% standard)
- Document all tickets resolutions and system changes
- Follow and improve standardized service workflows
- Operational Support
- Participate in on-call rotation.
- Provide occasional after-hours and emergency support
- Coordinate with vendors for escalated issues
QUALIFICATIONS
- Minimum of 4 years Tier III experience in an MSP environment (REQUIRED)
- Multi-industry client support experience
- Experience supporting small to mid-sized business environments
- Technical Expertise
- Windows Server Active Directory Group Policy
- Microsoft 365 (Exchange Teams SharePoint OneDrive)
- Networking (DNS DHCP TCP/IP VPNs firewalls)
- Virtualization (VMware Hyper-V)
- Backup & Disaster Recovery solutions
- Azure / Entra ID (basic to intermediate)
- Endpoint security / EDR tools
- Email filtering platforms (e.g. Barracuda)
- Tools & Platforms
- ConnectWise Manage (REQUIRED)
- IT Glue (REQUIRED)
- RMM tools (Datto RMM preferred)
- Remote access and diagnostic tools
- Automation & Scripting
- PowerShell (preferred)
- Basic scripting (Bash/Python is a plus)
- Soft Skills
- Strong troubleshooting and analytical thinking
- Excellent communication with non-technical users
- High ownership mindset (Extreme Ownership)
- Ability to prioritize and manage multiple tasks
- Strong documentation discipline
- Ability to create topology diagrams.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
