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
  

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