After-Hours Support Engineer: Lead Major Incidents

First Focus; Pasig; On-site; PHP 781,000 - 1,004,000; Full time

Benefits offered by this job

Remote working arrangements

HMO from Day 1 with one dependent

25 days paid leave annually

Training and certification support

Employee referral bonus

MVP Award

Learning resources access

Job summary

First Focus is seeking an experienced Support Tech (After Hours) to join our global support team. You’ll deliver Level 2/3 support, monitor infrastructure, and coordinate major incidents across Microsoft 365, Azure, Entra ID and more.

Work from anywhere in the Philippines with night shifts to support global operations. We offer competitive pay ₱70,000–₱90,000 plus benefits, HMO from day one, paid leave, training, and career growth opportunities.

Qualifications

• At least 3 years' experience in a Level 2 Technical Support role within an MSP or similar environment.
• Minimum of 1 year coordinating or leading Major Incidents (P0, P1 or P2).
• Strong Microsoft infrastructure and cloud administration skills across Microsoft 365, Azure, Entra ID and Intune.
• Solid experience with Windows Server, Active Directory, virtualization and networking technologies.
• Ability to work independently, manage priorities and update tickets.
• Experience with ConnectWise RMM and IT Glue is highly regarded.
• Willingness to work permanent night shifts in Philippines time, including weekends and holidays.

Responsibilities

• Delivering Level 2 and Level 3 support across multiple managed environments.
• Monitoring infrastructure, networks and security platforms and respond to alerts.
• Troubleshooting Microsoft 365, Azure, Entra ID, Intune, Active Directory, DNS, DHCP and Group Policy.
• Supporting VMware/Hyper-V virtualization and server backup platforms.
• Resolving networking issues including switching, routing, VPNs and wireless.
• Prioritising incidents based on business impact and SLAs, keeping customers informed.
• Leading or coordinating Major Incidents (P0, P1, P2) with cross-team collaboration.
• Improving documentation and procedures; contributing ideas for smoother operations.

Skills

Level 2 Support Experience

Major Incidents Coordination

MS 365 & Azure & Entra ID & Intune

Windows Server & Active Directory

Virtualization & Networking

ConnectWise RMM

IT Glue

Night Shifts Availability

Tools

ConnectWise RMM

IT Glue

Job description

First Focus is seeking an experienced Support Tech (After Hours) to join our global support team. You’ll deliver Level 2/3 support, monitor infrastructure, and coordinate major incidents across Microsoft 365, Azure, Entra ID and more.

Work from anywhere in the Philippines with night shifts to support global operations. We offer competitive pay ₱70,000–₱90,000 plus benefits, HMO from day one, paid leave, training, and career growth opportunities.