Senior IT Support Engineer - Remote, Client-Facing

Penbrothers International; Philippines; Remote; PHP 600,000 - 1,200,000; Full time

Job summary

Penbrothers International is seeking an IT Support Specialist to serve as a client-facing technical authority. You will diagnose and resolve advanced issues across Windows, macOS, cloud services, and mixed environments while overseeing end-to-end resolutions and proactive improvements.

You will work remotely with flexible hours after an initial Eastern Time aligned period, supporting multiple clients and collaborating in a cross-functional team to deliver high-quality service and customer

Qualifications

• 5+ years in MSP or fast-paced multi-client IT support
• Excellent troubleshooting across systems, networking, cloud services, and security fundamentals
• Strong customer-first mindset with ability to explain complex tech to non-technical users
• Proactive in improving processes, documentation, and tooling

Responsibilities

• Serve as client-facing technical authority for complex support needs
• Diagnose and resolve difficult issues across Windows, macOS, Microsoft 365, Google Workspace, and hybrid environments
• Own issues end-to-end with in-depth investigation and follow-up
• Provide advanced networking support including firewalls, VPNs, DNS/DHCP, Wi‑Fi, and routing
• Collaborate with teammates in a non-tiered support structure with shared ownership
• Participate in migrations, deployments, security initiatives, and upgrades
• Identify recurring issues and recommend automation or tooling improvements
• Maintain clear documentation and contribute to internal knowledge resources

Skills

Troubleshooting

Customer-facing communication

Ownership

Process improvement

Security fundamentals

Tools

NinjaOne

HaloPSA

Datto

Acronis

Sophos

Avanan

Arctic Wolf

Meraki

UniFi

SonicWall

Jamf

Job description

Penbrothers International is seeking an IT Support Specialist to serve as a client-facing technical authority. You will diagnose and resolve advanced issues across Windows, macOS, cloud services, and mixed environments while overseeing end-to-end resolutions and proactive improvements.

You will work remotely with flexible hours after an initial Eastern Time aligned period, supporting multiple clients and collaborating in a cross-functional team to deliver high-quality service and customer