Escalations Engineer – Advanced Tech Support

Satellite Office; Pasig; On-site; PHP 420,000 - 760,000; Full time

Job summary

Satellite Office is seeking an escalation-focused IT support specialist in the Philippines to tackle complex hardware/software issues and manage high-level system access. You will analyze recurring incidents and implement known solutions while coordinating with L3 or vendor support as needed.

The role also encompasses assisting in minor deployments and maintaining strong networking, security, and ITIL-aligned processes to ensure service continuity.

Qualifications

• Strong knowledge of networking (TCP/IP, DNS, VPN).
• Experience with Windows Server and Linux.
• Familiarity with ITIL Incident and Problem Mgmt.
• Scripting (PowerShell, Bash) for automation is a plus.
• Analytical and problem-solving skills.

Responsibilities

• Troubleshooting advanced hardware/software issues (OS errors, network connectivity).
• Managing user permissions (Active Directory, Exchange, SaaS apps).
• Investigating recurring incidents and applying known solutions.
• Escalating unresolved cases to L3 or vendor support.
• Assisting in minor system/application deployments.

Skills

Networking knowledge (TCP/IP, DNS, VPN

System administration

ITIL processes

Scripting (PowerShell, Bash)

Analytical & problem solving

Job description

Satellite Office is seeking an escalation-focused IT support specialist in the Philippines to tackle complex hardware/software issues and manage high-level system access. You will analyze recurring incidents and implement known solutions while coordinating with L3 or vendor support as needed.

The role also encompasses assisting in minor deployments and maintaining strong networking, security, and ITIL-aligned processes to ensure service continuity.