Senior IT Support Engineer — Escalations & Reliability

Marie France Group of Companies; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Marie France Group of Companies in the Philippines is seeking a Senior IT Technical Support Engineer to own complex incidents and drive improvements across our IT environment. You will serve as the L2/L3 escalation point for hardware, software, network and account issues, administer Microsoft 365 and Active Directory, and mentor junior staff.

The role emphasizes proactive problem solving, documentation, and collaboration with infrastructure and engineering teams to keep systems reliable and

Qualifications

• At least 5 years in IT support, help desk, or systems administration with escalation responsibilities.
• Strong knowledge of Windows and macOS; Linux familiarity is a plus.
• Experience administering Microsoft 365 and Active Directory; familiarity with ITSM ticketing systems.

Responsibilities

• Serve as the highest escalation point (L2/L3) for complex hardware, software, network, and account issues.
• Diagnose and resolve problems involving desktops, laptops, mobile devices, servers, and network components.
• Administer core IT systems, including Microsoft 365 and Active Directory; manage user lifecycle and access reviews.
• Own and maintain the IT ticketing/ITSM system, monitor SLAs, and analyze support trends.
• Lead or contribute to IT initiatives such as hardware refreshes, system migrations, and tooling implementations.
• Develop and maintain technical documentation, runbooks, and knowledge base articles.
• Mentor junior IT support engineers and help establish support standards and best practices.
• Support IT security and compliance policies, including patch management and incident response.

Skills

L2/L3 escalation

Windows

macOS

Linux familiarity

Microsoft 365

Active Directory

ITSM platforms

Troubleshooting

Root-cause analysis

Communication

Ownership/ accountability

Mentoring juniors

Tools

ITSM platforms

Job description

Marie France Group of Companies in the Philippines is seeking a Senior IT Technical Support Engineer to own complex incidents and drive improvements across our IT environment. You will serve as the L2/L3 escalation point for hardware, software, network and account issues, administer Microsoft 365 and Active Directory, and mentor junior staff.

The role emphasizes proactive problem solving, documentation, and collaboration with infrastructure and engineering teams to keep systems reliable and