MIS L3 Support

Trends Group, Inc.; Makati; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Trends Group, Inc. is seeking an L3 Engineer to provide post-sales support for network and security infrastructure in a hybrid Makati setting.

You will troubleshoot, optimize, and maintain systems, while handling remote or on-site technical assistance and service desk tickets. Ideal candidates have a Bachelor's degree in IT or related field with 1–2 years in networking or IT support and solid knowledge of networking and cybersecurity principles.

Qualifications

• Bachelor’s degree in IT or related field.
• 1–2 years of experience in networking or IT support.
• Knowledge of networking and cybersecurity principles.

Responsibilities

• Deliver post-sales support for network and security infrastructure, including troubleshooting, optimization, and system maintenance.
• Provide technical assistance (remote or onsite), manage service desk tickets, and ensure timely resolution aligned with SLAs.
• Coordinate with internal teams and clients, participate in meetings (e.g., CAB), and present documentation such as MOPs and reports.
• Prepare and maintain network documentation, designs, and system configurations.
• Support incident management, service requests, escalation handling, and root cause analysis (RCA).
• Monitor system performance, ensure availability and capacity, and support continuity and risk management initiatives.
• Follow operational processes, policies, and escalation procedures while contributing to service improvements and knowledge sharing.
• Participate in trainings, obtain certifications, and mentor team members toward SME-level expertise.
• Be available for 24/7 support under shifting schedules and hybrid work arrangements.

Skills

Networking

Cybersecurity

IT Support

Remote Support

Education

Bachelor’s degree in IT or related field

Tools

Remote support tools

Job description

I. PURPOSE

Support and enhance service operations by implementing service offerings that drive operational efficiency, service excellence, and customer retention. L3 Engineers provide post-sales support, optimize LAN/WAN environments, troubleshoot issues, and maintain both network hardware and software.

II. DUTIES AND RESPONSIBILITIES

• Deliver post-sales support for network and security infrastructure, including troubleshooting, optimization, and system maintenance.
• Provide technical assistance (remote or onsite), manage service desk tickets, and ensure timely resolution aligned with SLAs.
• Coordinate with internal teams and clients, participate in meetings (e.g., CAB), and present documentation such as MOPs and reports.
• Prepare and maintain network documentation, designs, and system configurations.
• Support incident management, service requests, escalation handling, and root cause analysis (RCA).
• Monitor system performance, ensure availability and capacity, and support continuity and risk management initiatives.
• Follow operational processes, policies, and escalation procedures while contributing to service improvements and knowledge sharing.
• Participate in trainings, obtain certifications, and mentor team members toward SME-level expertise.
• Be available for 24/7 support under shifting schedules and hybrid work arrangements.

III. QUALIFICATIONS

• Bachelor’s degree in IT or related field.
• 1–2 years of experience in networking or IT support.
• Knowledge of networking and cybersecurity principles.

IV. WORKING CONDITIONS

• Hybrid setup based in Makati with possible onsite/client visits.
• Requires shifting schedule and on-call support.
• Collaboration with internal teams and external stakeholders.