Level 3 IT Support Engineer - WFH - #35353

Remote Genie; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Remote Genie is recruiting an L3 IT Support Engineer to serve as the final escalation point for complex infrastructure and end-user incidents. The role requires advanced troubleshooting, deep systems knowledge, and proactive problem management.

You will work with a US-based MSP delivering managed IT solutions, focusing on enterprise environments, cloud tenants, and hybrid networks. This position emphasizes accountability, teamwork, and strong communication with stakeholders.

Qualifications

• Minimum 5 to 8 years of hands-on experience in enterprise IT support, systems administration, or MSP environments.

Responsibilities

• Advanced Technical Troubleshooting & Escalation Management
• Systems Administration & Infrastructure Engineering
• Project Implementation & Technical Integration
• Leadership, Mentorship & Quality Assurance

Skills

Microsoft 365

Windows Server

Active Directory

VMware ESXi

Hyper-V

Networking basics

ITSM / PSA tools

Documentation skills

Communication skills

On-call readiness

Education

Bachelor's degree in CS/IT

Azure Administrator Associate

Windows Server Hybrid Administrator Associate

CASP+ or Security+

CCNA

ITIL Foundation+

Tools

Veeam

Datto

Fortinet

SonicWall

Palo Alto

ServiceNow

ConnectWise PSA

RMM

MDM

Entra ID

Job description

As L3 IT Support Engineer you will serves as the ultimate technical escalation point for complex, high-impact infrastructure and end-user incidents. This role demands advanced troubleshooting acumen, deep systems architecture knowledge, and proactive problem management.

Company Profile:

Our client is a US-based company and is a trusted IT partner, helping US-based small and medium-sized enterprises thrive since 1995. They specialize in delivering comprehensive managed IT solutions, freeing clients from IT burdens and empowering them to focus on core business objectives. Their dedicated team provides proactive support, innovative strategies, and customized solutions to drive growth and success.

As the company grows, they are looking for an L3 IT Support Engineer that will serve as the technical escalation point for complex incidents.

This career opportunity is perfect for those who aim to join a team committed to fostering strong relationships, high accountability, and collaborative teamwork.

Duties and Responsibilities:

1. Advanced Technical Troubleshooting & Escalation Management

• Act as the final internal escalation tier for unresolved issues originating from Level 1 and Level 2 support teams
• Diagnose and resolve complex infrastructure, network, server, cloud tenant, and endpoint anomalies affecting clients or internal operations
• Perform root cause analysis (RCA) on recurring incidents, implementing permanent patches and preventive workflows to eliminate recurrence

2. Systems Administration & Infrastructure Engineering

• Maintain, secure, and optimize enterprise IT infrastructures, spanning cloud environments (Microsoft 365, Azure, AWS), hybrid domains (Active Directory, Entra ID), and physical/virtual server virtualization hosts (VMware, Hyper‑V)
• Design, test, and deploy software packages, patches, firmware upgrades, and security configurations via Remote Monitoring and Management (RMM) and Mobile Device Management (MDM) platforms
• Manage advanced networking components including firewalls, VLANs, VPN tunnels, routing policies, and switching fabrics

3. Project Implementation & Technical Integration

• Collaborate with project management and architecture teams to onboard new clients, deploy new server stacks, migrate workloads to the cloud, and integrate client business systems
• Author and maintain rigorous technical documentation, standard operating procedures (SOPs), knowledge base articles, and network topology maps

4. Leadership, Mentorship & Quality Assurance

• Provide technical guidance, mentorship, and peer review to Level 1 and Level 2 technicians to accelerate their diagnostic capabilities.
• Participate in on-call rotation schedules for high-priority emergency escalations and critical maintenance windows.
• Enforce security protocols, compliance standards, and industry best practices. across all service delivery workflows

Must-have Skills / Qualification:

• Minimum 5 to 8 years of hands‑on experience in enterprise IT support, systems administration, or managed service provider (MSP) environments.

Core Technical Competencies:

• Advanced administration of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID, Intune)
• Deep experience with Windows Server (2016/2019/2022), Active Directory, Group Policy, and DNS/DHCP architecture
• Virtualization platforms (VMware ESXi, Microsoft Hyper‑V) and backup/disaster recovery solutions (Veeam, Datto)
• Networking fundamentals (TCP/IP, VPN, DNS, routing/switching, enterprise firewalls such as Fortinet, SonicWall, or Palo Alto)
• Familiarity with ITSM and PSA ticketing platforms (e.g., ServiceNow, ConnectWise PSA)

• Analytical Precision: Exceptional methodical problem‑solving skills under high‑ pressure scenarios.
• Communication: Ability to distill highly complex technical concepts into clear, actionable advice for non‑technical stakeholders and executive leadership.
• Autonomous Drive: Self‑motivated with a continuous improvement mindset regarding emerging technology and security trends.
• At least 1 or 2 relevant certifications, such as Microsoft Certified: Azure Administrator Associate or Windows Server Hybrid Administrator Associate, CompTIA Advanced Security Practitioner (CASP+), CompTIA Security+, Cisco Certified Network Associate (CCNA), ITIL Foundation (or higher), or an equivalent certification.

Nice‑to‑have / Advantageous Skills:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.
• Microsoft Certified: Azure Administrator Associate or Windows Server Hybrid Administrator Associate
• CompTIA Advanced Security Practitioner (CASP+) or CompTIA Security+
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation (or higher)