Senior Systems Engineer - Remote MSP Escalation Lead

Sourcefit; Philippines; On-site; PHP 4,337,000 - 6,196,000; Full time

Job summary

Sourcefit is seeking an experienced Senior Systems Engineer (L3 Escalation) to serve as a key technical escalation point for Level 1 and 2 technicians. The role demands independent troubleshooting of complex issues across Microsoft environments, servers, networks, cybersecurity, cloud services, and managed systems. This position involves direct communication with U.S.-based clients and requires strong English skills.

Work from home with a Monday–Friday schedule aligned to U.S. Eastern Time.

Qualifications

• 5+ years of professional IT infrastructure and support experience preferred.
• 3+ years in a senior systems administration or Level 3 escalation role preferred.
• Strong hands-on experience troubleshooting complex technical issues.
• Strong background in Microsoft environments, including Windows and Microsoft 365.
• Experience with Windows Server, Active Directory, and Group Policy.
• Strong networking fundamentals: TCP/IP, DNS, DHCP, VPNs, VLANs, routing, switching, and firewalls.
• Experience with cybersecurity and endpoint security tools.
• Excellent written and spoken English.

Responsibilities

• Serve as a senior escalation point for Level 1 and Level 2 technicians.
• Own complex or unresolved technical issues and tickets.
• Troubleshoot endpoints, servers, networks, and cloud services.
• Perform root cause analysis and document resolutions.
• Provide technical guidance to junior technicians.
• Document troubleshooting procedures and resolutions.
• Proactively monitor managed client environments and system health.
• Assist with security investigations and incident response.
• Support Microsoft 365 environments and cloud services.
• Manage remote access, VPNs, and backup-related issues.
• Maintain clear ticket documentation and client communication.

Skills

Escalation handling

Microsoft 365

Windows Server

Networking fundamentals

Cybersecurity basics

PowerShell

Documentation

English communication

Tools

Datto RMM

Autotask PSA

IT Glue

Datto EDR

Kaseya MDR

Veeam

Job description

Sourcefit is seeking an experienced Senior Systems Engineer (L3 Escalation) to serve as a key technical escalation point for Level 1 and 2 technicians. The role demands independent troubleshooting of complex issues across Microsoft environments, servers, networks, cybersecurity, cloud services, and managed systems. This position involves direct communication with U.S.-based clients and requires strong English skills.

Work from home with a Monday–Friday schedule aligned to U.S. Eastern Time.