L3/Tier 3 IT Support Specialist

HRTX; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

HRTX is seeking an experienced L3 IT Support Specialist to join our offshore Global Business Center. You will handle escalated Level 3 issues across Windows, Microsoft 365, AD, and network topics, while collaborating with U.S. teams and ensuring security and policy compliance.

The role demands strong troubleshooting, English communication, and the ability to work independently in a remote-capable, enterprise IT environment. On-site work in the Philippines supports global operations.

Qualifications

• Associates or Bachelor's degree in IT or related field, or equivalent work experience.
• Minimum 3–5 years IT support experience, including at least 1 year handling Level 3.
• Strong knowledge of Windows OS, Microsoft 365, and basic networking concepts.
• Experience with Active Directory, user provisioning, and endpoint management.
• Familiarity with ITSM platforms (preferably ServiceNow) and ticketing workflows.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills in English.
• Ability to work independently and manage multiple priorities in a remote team environment.

Responsibilities

• Respond to and resolve tickets involving advanced workstation, laptop, and peripheral issues.
• Perform in-depth troubleshooting and root cause analysis for complex incidents.
• Support and maintain Active Directory user accounts, permissions, and group policies.
• Assist with software deployments, system imaging, and patch management.
• Collaborate with onshore IT teams to resolve cross-functional or infrastructure-related issues.
• Document solutions and contribute to the internal knowledge base.
• Ensure compliance with IT policies, procedures, and security standards.
• Provide remote support using tools such as RDP, Teams, or other remote access platforms.
• Participate in system maintenance tasks and support operational systems such as telephony and office equipment.

Skills

Windows OS

Microsoft 365

Active Directory

ITSM

Troubleshooting

English communication

Remote work

Education

Associates or Bachelor's degree in Information Technology

Tools

ServiceNow

RDP/Remote tools

Azure

AWS

Job description

About the job L3/Tier 3 IT Support Specialist

Overview

This role is based in our offshore Global Business Center and is responsible for providing advanced technical support to end users supporting operations in the United States. The IT Senior Support Specialist handles escalated tickets from Level 1 and 2 support, focusing on complex technical issues involving hardware, software, and network systems. The ideal candidate has strong troubleshooting skills, experience in enterprise IT environments, and the ability to work independently while collaborating with remote teams. Familiarity with ITSM tools like ServiceNow and adherence to ITIL practices are highly valued.

Specific Job Responsibilities

• Respond to and resolve support tickets involving:
  • Advanced workstation, laptop, and peripheral issues
  • Operating system errors and application-level problems
  • Network connectivity and configuration issues (LAN/WAN, VPN)
  • Microsoft 365 and cloud-based service issues
• Perform in-depth troubleshooting and root cause analysis for recurring or complex incidents.
• Support and maintain Active Directory user accounts, permissions, and group policies.
• Assist with software deployments, system imaging, and patch management.
• Collaborate with onshore IT teams to resolve cross-functional or infrastructure-related issues.
• Document solutions and contribute to the internal knowledge base.
• Ensure compliance with IT policies, procedures, and security standards.
• Provide remote support using tools such as RDP, Teams, or other remote access platforms.
• Participate in system maintenance tasks and support operational systems such as telephony and office equipment.

Required Qualifications and Experience

• Associates or Bachelor's degree in Information Technology or a related field, or equivalent work experience.
• Minimum 35 years of experience in IT support, including at least 1 year handling Level 3 or complex technical issues.
• Strong knowledge of Windows OS, Microsoft 365, and basic networking concepts.
• Experience with Active Directory, user provisioning, and endpoint management.
• Familiarity with ITSM platforms (preferably ServiceNow) and ticketing workflows.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills in English.
• Ability to work independently and manage multiple priorities in a remote team environment.

Preferred Qualifications

• Microsoft certifications (e.g., MS-900, AZ-104, or equivalent)
• Experience with scripting (PowerShell, batch) or automation tools
• Exposure to cloud environments (Azure, AWS)
• Experience in healthcare, finance, or other regulated industries

Key Skills

• Advanced technical troubleshooting
• Proficiency in Microsoft 365 and Windows environments
• Strong documentation and organizational skills
• Excellent customer service and interpersonal communication
• Ability to prioritize and resolve issues efficientlyFamiliarity with remote support tools and multi-line phone systems