Level 3 IT Support Engineer

Manila Recruitment

. Serve as the final internal escalation tier for unresolved Level 1 and Level 2 support issues .

Posted 11/3/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and optimizing enterprise IT infrastructure, including advanced administration of Microsoft 365 and cloud environments. Proficient in diagnosing complex incidents, implementing security protocols, and providing technical mentorship to support teams.

Highest-signal resume keywords

Microsoft 365 AdministrationCloud Infrastructure ManagementWindows Server AdministrationNetwork Security ManagementTechnical Documentation Authoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Infrastructure DiagnosisRoot Cause AnalysisServer Stack DeploymentBackup/Disaster Recovery SolutionsTCP/IP NetworkingActive Directory ManagementGroup Policy ConfigurationVLAN ManagementVPN ConfigurationRMM and MDM Platforms

Soft Skills

Methodical Problem-SolvingClear CommunicationMentorshipSelf-MotivationContinuous Improvement Mindset

Tools & Technologies

Microsoft AzureAWSVMwareHyper-VServiceNowConnectWise PSAFortinetSonicWallPalo AltoVeeam

Certifications & Qualifications

Microsoft Certified: Azure Administrator AssociateWindows Server Hybrid Administrator AssociateCompTIA Advanced Security Practitioner (CASP+)CompTIA Security+Cisco Certified Network Associate (CCNA)ITIL Foundation

Industry Keywords

Enterprise IT SupportManaged Service Provider (MSP)ITSMCompliance StandardsSecurity ProtocolsNetwork TopologyTechnical GuidanceEscalation ManagementIncident ResolutionClient Onboarding

Tech Stack

Tools & technologies

AWSAzureCloudDNSFirewallsITSMServiceNowSwitchingTCP/IPVMware

About the role

Key responsibilities & impact

Serve as the final internal escalation tier for unresolved Level 1 and Level 2 support issues
Diagnose and resolve complex infrastructure, network, server, cloud tenant, and endpoint incidents
Perform root cause analysis on recurring incidents and implement permanent patches and preventive workflows
Maintain, secure, and optimize enterprise IT infrastructure across Microsoft 365, Azure, AWS, Active Directory, Entra ID, VMware, and Hyper-V environments
Design, test, and deploy software packages, patches, firmware upgrades, and security configurations through RMM and MDM platforms
Manage firewalls, VLANs, VPN tunnels, routing policies, and switching infrastructure
Collaborate with project management and architecture teams to onboard clients, deploy server stacks, migrate workloads to the cloud, and integrate business systems
Author and maintain technical documentation, SOPs, knowledge base articles, and network topology maps
Provide technical guidance, mentorship, and peer review to Level 1 and Level 2 technicians
Participate in on-call rotations for high-priority escalations and critical maintenance windows
Enforce security protocols, compliance standards, and industry best practices across service delivery workflows

Requirements

What you’ll need

Minimum 5 to 8 years of hands-on experience in enterprise IT support, systems administration, or managed service provider (MSP) environments
Advanced administration of Microsoft 365, including Exchange Online, SharePoint, Teams, Entra ID, and Intune
Deep experience with Windows Server 2016/2019/2022, Active Directory, Group Policy, and DNS/DHCP architecture
Experience with VMware ESXi, Microsoft Hyper-V, and backup/disaster recovery solutions such as Veeam and Datto
Knowledge of TCP/IP, VPN, DNS, routing/switching, and enterprise firewalls such as Fortinet, SonicWall, or Palo Alto
Familiarity with ITSM and PSA ticketing platforms such as ServiceNow and ConnectWise PSA
Exceptional methodical problem-solving skills under high-pressure scenarios
Ability to explain complex technical concepts clearly to non-technical stakeholders and executive leadership
Self-motivated with a continuous improvement mindset regarding emerging technology and security trends
At least 1 or 2 relevant certifications, such as Microsoft Certified: Azure Administrator Associate, Windows Server Hybrid Administrator Associate, CompTIA Advanced Security Practitioner (CASP+), CompTIA Security+, Cisco Certified Network Associate (CCNA), or ITIL Foundation (or higher)
Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience is advantageous, not required

Benefits

Comp & perks

Work-from-home arrangement
On-call rotation participation for high-priority emergency escalations and critical maintenance windows