Senior IT Support Engineer: Advanced Troubleshooting

MicroSourcing International; Quezon City; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing International is hiring a Level 3 IT Support Engineer / Systems Engineer for onsite work in Eastwood, Quezon City. The role focuses on advanced technical support, troubleshooting complex IT issues, and managing service tickets while delivering excellent customer service in a dayshift environment.

Responsibilities include diagnosing hardware, software, network, and Microsoft 365 problems; guiding clients over the phone; maintaining SLA-compliant ticket records; and managing IT

Qualifications

• Advanced technical troubleshooting of complex IT issues.
• Clear, professional phone communication with clients.
• Strong ticket management, prioritization, and SLA adherence.
• Commitment to client data confidentiality and approvals processes.
• Accountability, proactive blockers communication, and task ownership.
• Solid knowledge of hardware, software, networking, and servers.

Responsibilities

• Diagnose and resolve complex hardware, software, network, server, and M365 issues.
• Communicate professionally with clients by phone, provide guidance and real-time support.
• Receive, prioritize, resolve, and document service tickets within SLAs.
• Manage user accounts, access, endpoints, servers, and related IT infra.
• Follow procedures, verify information, obtain approvals, and protect client data.
• Identify blockers, escalate when needed, and ensure completion or handover.
• Maintain accurate ticket records and troubleshooting steps.
• Own assigned requests, provide updates, and follow through on tasks.

Tools

ITSM platform

Microsoft 365

Job description

MicroSourcing International is hiring a Level 3 IT Support Engineer / Systems Engineer for onsite work in Eastwood, Quezon City. The role focuses on advanced technical support, troubleshooting complex IT issues, and managing service tickets while delivering excellent customer service in a dayshift environment.

Responsibilities include diagnosing hardware, software, network, and Microsoft 365 problems; guiding clients over the phone; maintaining SLA-compliant ticket records; and managing IT