L3 IT Support Engineer

MicroSourcing; Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time-off

Job summary

MicroSourcing is seeking an L3 IT Support Engineer to join our Eastwood, Quezon City onsite, dayshift. You will provide advanced technical support, diagnose complex IT issues, manage service tickets, and ensure SLA compliance.

Responsibilities include troubleshooting hardware, software, networking, servers, and Microsoft 365, communicating with clients professionally, and maintaining accurate ticket records and resolution notes.

Qualifications

• Strong troubleshooting skills for advanced IT issues.
• Excellent written and spoken English for client communication.
• Proven ability to manage and close tickets within SLAs.
• Attention to detail and data confidentiality.

Responsibilities

• Diagnose and resolve complex hardware, software, network, server, and Microsoft 365 issues.
• Communicate professionally with clients over the phone, provide technical guidance, and troubleshoot in real time.
• Acknowledge, prioritize, resolve, and document assigned service tickets within SLAs.
• Manage user accounts, access permissions, endpoints, servers, and other IT infrastructure.
• Follow procedures, verify client information, obtain approvals, and maintain data confidentiality.
• Identify blockers, escalate when needed, and ensure requests are completed or handed over.

Skills

Troubleshooting

Ticketing

Client communication

MS 365 knowledge

SLA adherence

Job description

Job Description

Discover your 100% YOU with MicroSourcing!

Position:

L3 IT Support Engineer

Location:

Eastwood, Quezon City

Work setup & shift:

Onsite | Dayshift

Why join MicroSourcing?

You'll Have

Competitive Rewards:

Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.

A Collaborative Spirit:

Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony:

Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth:

Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork:

Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an L3 IT Support Engineer, you will provide advanced technical support, troubleshoot complex IT issues, manage service tickets, and maintain client systems while ensuring excellent customer service and compliance with established service-level agreements (SLAs).

• Diagnose and resolve complex hardware, software, network, server, and Microsoft 365 issues.
• Communicate professionally with clients over the phone, provide technical guidance, and troubleshoot issues in real time.
• Acknowledge, prioritize, resolve, and document assigned service tickets within agreed SLAs.
• Manage user accounts, access permissions, endpoint devices, servers, and other IT infrastructure.
• Follow established procedures, verify client information, obtain necessary approvals, and maintain the confidentiality of client data.
• Identify technical blockers, elevate unresolved issues appropriately, and ensure requests are completed or properly handed over.
• Maintain accurate ticket records, troubleshooting steps, and resolution notes.
• Take ownership of assigned requests, proactively communicate updates, and follow through on outstanding tasks.

What You Need

Non-negotiables

• Strong technical troubleshooting skills, with the ability to independently diagnose and resolve advanced IT issues.
• Clear and professional phone communication skills, with the ability to understand client concerns and explain technical solutions confidently.
• Strong ticket management and ownership skills, including the ability to prioritize requests, meet SLAs, and document resolutions accurately.
• Attention to detail and commitment to confidentiality, including compliance with client verification and approval procedures.
• Accountability and initiative, with the ability to communicate blockers proactively, seek clarification when needed, and follow through on assigned tasks.
• Working knowledge of hardware, software, networking, servers, and Microsoft 365 troubleshooting.

Preferred Skills/expertise

• Experience providing advanced IT technical support in a client-facing environment.
• Experience managing service tickets through an IT service management (ITSM) platform.
• Familiarity with systems administration, including user account management, access permissions, endpoint devices, and server environments.
• Knowledge of IT service management practices, escalation procedures, and SLA compliance.
• Experience supporting business IT infrastructure and maintaining technical documentation.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply