Level 3 IT Support Engineer – Onsite, Eastwood QC

MicroSourcing International; Manila; On-site; PHP 502,000 - 781,000; Full time

Benefits offered by this job

Healthcare coverage day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing, located in Eastwood, Quezon City, is seeking a Level 3 IT Support Engineer / Systems Engineer to deliver advanced technical support onsite on a dayshift.

In this role, you will diagnose hardware, software, and network issues, manage service tickets, and maintain client systems while delivering excellent customer service and adhering to SLAs. You will communicate with clients professionally by phone, document resolutions, and ensure secure handling of information.

Qualifications

• Strong technical troubleshooting skills and the ability to diagnose and resolve advanced IT issues.
• Clear and professional phone communication, with the ability to understand client concerns and explain solutions.
• Strong ticket management and ownership, able to prioritize requests and meet SLAs and document resolutions.
• Attention to detail and commitment to confidentiality, including client verification procedures.
• Accountability and initiative with proactive blocker communication and task follow-through.

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 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 approvals, and maintain data confidentiality.
• Identify blockers, escalate unresolved issues appropriately, and ensure requests are completed or handed over.
• Maintain accurate ticket records, troubleshooting steps, and resolution notes.
• Take ownership of assigned requests, provide updates, and follow through on tasks.

Skills

Troubleshooting IT issues

Phone support

Ticket management

Confidentiality

Proactive communication

Tools

ITSM platform

Microsoft 365

Server administration

Job description

MicroSourcing, located in Eastwood, Quezon City, is seeking a Level 3 IT Support Engineer / Systems Engineer to deliver advanced technical support onsite on a dayshift.

In this role, you will diagnose hardware, software, and network issues, manage service tickets, and maintain client systems while delivering excellent customer service and adhering to SLAs. You will communicate with clients professionally by phone, document resolutions, and ensure secure handling of information.