Level 3 Technical Support

RemoteVA; Central Visayas; On-site; PHP 446,000 - 725,000; Full time

Job summary

RemoteVA is seeking a Level 3 Technical Support Specialist to serve as the highest escalation point for complex IT issues. You will provide advanced troubleshooting, oversee RMM tools, and ensure SLA compliance in an MSP environment.

The role requires 3–5 years of experience, proficiency with PSA platforms (ConnectWise, Autotask), and strong communication skills for stakeholders at all levels.

Qualifications

• Bachelor's degree in IT or related field preferred.
• 3–5 years of experience in technical support, systems administration, or MSP environments.
• Proficiency with PSA tools and RMM platforms.
• Strong troubleshooting across hardware, software, and networks.
• Experience with backups, antivirus, and endpoint security.
• Excellent organizational and multitasking abilities.
• Clear communication with technical and non-technical stakeholders.

Responsibilities

• Provide advanced end-user desktop support and resolve escalated issues.
• Assist with backups, antivirus management, and endpoint security.
• Oversee RMM tools to ensure system health and proactive maintenance.
• Perform ticket dispatching and PSA workflow prioritization.
• Collaborate with Level 1 and 2 teams for timely resolutions.
• Document troubleshooting steps and resolutions for knowledge base.
• Ensure IT policies and SLAs are followed.
• Support integration and optimization of ITSM tools.

Skills

Advanced troubleshooting

Strong communication

Organizational skills

Problem solving

ITSM processes

Endpoint security

Education

Bachelor's degree in IT or related field

Tools

ConnectWise

Autotask

Job description

Level 3 Technical Support Specialist

Position OverviewThe Level 3 Technical Support Specialist serves as the highest escalation point for complex IT issues, providing advanced troubleshooting, system oversight, and technical guidance. This role requires expertise in managed service provider (MSP) environments, strong problem-solving skills, and proficiency with professional service automation (PSA) and remote monitoring tools.

Key Responsibilities

• Provide advanced end-user desktop support and resolve escalated technical issues.
• Assist with backups, antivirus management, and endpoint security.
• Oversee Remote Monitoring and Management (RMM) tools to ensure system health and proactive maintenance.
• Perform ticket dispatching and workflow prioritization within PSA platforms.
• Collaborate with Level 1 and Level 2 support teams to ensure timely resolution of incidents.
• Document troubleshooting steps, resolutions, and best practices for knowledge base development.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
• Support integration and optimization of IT service management tools.

Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum 3–5 years of experience in technical support, systems administration, or MSP environments.

Skills & Competencies

• Proficiency with PSA tools such as ConnectWise, Autotask, or equivalent.
• Strong knowledge of RMM platforms and IT service management processes.
• Advanced troubleshooting skills for hardware, software, and network issues.
• Experience with backup solutions, antivirus software, and endpoint security.
• Excellent organizational and multitasking abilities.
• Strong communication skills for both technical and non-technical stakeholders.