IT Escalation Engineer — Advanced Support

Visa Hunt; Philippines; On-site; PHP 300,000 - 500,000; Full time

Job summary

Visa Hunt in the Philippines is seeking an L1 IT Support Specialist to resolve complex issues beyond frontline support. You will work on advanced hardware/software problems, manage user permissions, and help with minor deployments.

You will escalate unresolved cases to L3 or vendor support and contribute to incident investigations, aiming to improve service quality and response times across the organization.

Qualifications

• Experience resolving OS and network issues beyond frontline support.
• Familiarity with Active Directory, Exchange, and SaaS apps.
• Understanding of ITIL incident and problem management.

Responsibilities

• Troubleshoot advanced hardware/software issues (OS errors, network connectivity).
• Manage user permissions (Active Directory, Exchange, SaaS apps).
• Investigate recurring incidents and apply known solutions.
• Escalate unresolved cases to L3 or vendor support.
• Assist in minor system/application deployments.

Skills

Networking basics

Windows & Linux admin

ITIL familiarity

Scripting: PowerShell & Bash

Troubleshooting & analytical thinking

Job description

Visa Hunt in the Philippines is seeking an L1 IT Support Specialist to resolve complex issues beyond frontline support. You will work on advanced hardware/software problems, manage user permissions, and help with minor deployments.

You will escalate unresolved cases to L3 or vendor support and contribute to incident investigations, aiming to improve service quality and response times across the organization.