Level 3 IT Support Engineer / Systems Engineer

MicroSourcing; 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

Discover your 100% YOU with MicroSourcing!

Position: Level 3 IT Support Engineer / Systems 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 a Level 3 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