Senior IT Support Engineer: Escalations & Reliability

Marie France Bodyline International, Inc.; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Marie France Bodyline International, Inc. in Makati, Philippines seeks a Senior IT Technical Support Engineer to anchor IT operations. You will serve as the L2/L3 escalation point and mentor staff, partnering with infrastructure and engineering to improve reliability and security.

You will own ITSM processes, maintain core systems like Microsoft 365 and Active Directory, and drive initiatives such as system migrations and patches. Strong ownership and communication are essential.

Qualifications

• 5+ years in IT support or escalation roles.
• Strong Windows and macOS knowledge; Linux is a plus.
• Hands-on experience with Microsoft 365 and Active Directory.

Responsibilities

• Serve as the highest escalation point for complex hardware, software, network, and account issues.
• Diagnose and resolve problems on desktops, laptops, mobile devices, servers, and networks.
• Administer and maintain core IT systems including Active Directory and Microsoft 365.
• Manage user lifecycle: onboarding, offboarding, provisioning, access reviews.
• Own IT ticketing/ITSM system, monitor SLAs, analyze trends.
• Troubleshoot network infrastructure: LAN/WAN, VPN, Wi-Fi, DNS, DHCP, VLANs, firewalls.
• Lead IT initiatives like hardware refreshes and system migrations.
• Develop runbooks and knowledge base articles.

Skills

Troubleshooting

Communication

Ownership

Analytical thinking

Team collaboration

Windows/macOS

Tools

Microsoft 365

Active Directory

Endpoint management

VPN management

Job description

Marie France Bodyline International, Inc. in Makati, Philippines seeks a Senior IT Technical Support Engineer to anchor IT operations. You will serve as the L2/L3 escalation point and mentor staff, partnering with infrastructure and engineering to improve reliability and security.

You will own ITSM processes, maintain core systems like Microsoft 365 and Active Directory, and drive initiatives such as system migrations and patches. Strong ownership and communication are essential.