L3 Endpoint Support Engineer

Cloudstaff Philippines Inc.; Mabalacat; On-site; PHP 600,000 - 800,000; Full time

Job summary

Cloudstaff Philippines Inc. seeks an experienced L3 Endpoint Support Engineer to lead expert-level endpoint device management. You will design, implement, and optimize security policies, software deployment, and system updates while mentoring junior engineers.

You will collaborate with Network, Security, and MSP teams to resolve complex issues and reduce downtime across desktop environments. Strong communication and automation skills are essential.

Qualifications

• 5+ years in Desktop Support or similar, with at least 2 years in a senior/L3 role.
• Strong problem solving, reasoning, and troubleshooting abilities.
• Experience with Unix-like, Mac, and Windows OSs.

Responsibilities

• Diagnose and resolve the most complex break/fix issues and hardware repairs, including offsite coordination.
• Handle escalated Level 2 incidents, providing expert troubleshooting and resolution.
• Develop and implement endpoint management strategies, including security policies and software deployment.
• Oversee large-scale PC deployments, moves, adds, and changes across teams or sites.
• Mentor Associate to L2 Endpoint Engineers and conduct root cause analyses for recurring issues.
• Stay updated with industry trends to improve endpoint management practices.

Skills

Problem solving

Communication

Team collaboration

Detail oriented

Independent work

Education

5+ years desktop support / L3 experience

Tools

Active Directory/LDAP

PowerShell

Bash

Microsoft Teams

Slack

Rocket.Chat

Skype for Business

Job description

Job Description

As an L3 Endpoint Support Engineer, you will be responsible for providing expert-level technical support and management of endpoint devices. This role involves handling the most complex technical issues, developing and implementing endpoint management strategies, and ensuring the highest level of system performance and security. You will work closely with other IT teams to design and deploy endpoint solutions, mentor junior staff, and contribute to continuous improvement initiatives.

Responsibilities

• Diagnose and resolve the most complex break/fix issues, configuration problems, software installations, and hardware repairs, including coordination of offsite services (TOW).
• Handle escalated incidents from Level 2 support, providing expert troubleshooting and resolution.
• Develop and implement endpoint management strategies, including security policies, software deployment, and system updates.
• Oversee large-scale PC deployments, including adds, moves, and changes, as well as relocations for teams or entire sites.
• Analyze, troubleshoot, and resolve a wide range of hardware and software issues on desktop systems, ensuring minimal downtime.
• Collaborate with the Network, Security, Automation, MSP teams, and other business units to ensure timely issue resolution.
• Mentor and guide Associate to L2 Endpoint Engineers in daily operations and professional development.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Stay updated with the latest industry trends and technologies to continuously improve endpoint management practices.

Qualifications and Requirements

5+ years of experience in Desktop Support or similar roles, with at least 2 years in a senior or L3 capacity.

• Strong problem-solving, reasoning, and troubleshooting abilities.
• Extensive experience with Unix-like, Mac, and Windows operating systems.
• Proficiency in managing Active Directory Users and Computers (ADUC) or LDAP.
• Familiarity with enterprise chat clients (e.g., Microsoft Teams, Skype for Business, Slack, Rocket Chat).
• In-depth knowledge of endpoint security practices and tools.
• Detail-oriented with a focus on task quality, thoroughness, and accountability.
• Ability to work efficiently under minimal supervision, ensuring timely and effective results.
• Excellent communication skills, with the ability to collaborate across teams and manage tasks effectively.
• Experience in scripting and automation (e.g., PowerShell, Bash) is a plus.

Perks and Benefits

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