Senior Technical Support Consultant

DOXA Talent; Philippines; Remote; PHP 600,000 - 1,000,000; Full time

Job summary

DOXA Talent, Inc. is seeking a Senior Technical Support Consultant in the Philippines (Remote). You will be the primary technical escalation resource for complex incidents across managed client environments, combining advanced troubleshooting, incident ownership, technical leadership, and mentoring.

The role requires senior IT expertise and strong communication with clients and vendors. Responsibilities include high-impact troubleshooting of Microsoft 365, Windows Server/AD, networking, and

Qualifications

• Bachelor’s degree in IT/CS or related field or equivalent experience.
• 5+ years in progressive IT support, MSP or multi-client environments.
• Advanced knowledge of Microsoft 365, Windows endpoints, identity and network fundamentals.
• Experience configuring firewalls and security tooling; comfort with logs and troubleshooting.
• Relevant security/cloud certifications are a plus.

Responsibilities

• Take ownership of complex incidents and drive them to resolution or escalation.
• Troubleshoot advanced Microsoft 365 issues, DNS/DHCP, and identity services.
• Configure and troubleshoot firewalls, switches, VLANs, VPN, and VoIP networks.
• Lead technical incident resolution and mentor Level I/II technicians.
• Maintain thorough, client-facing documentation.

Skills

Microsoft 365

Windows endpoints

Entra ID

Active Directory

DNS/DHCP

VPN

Firewalls

Education

Bachelor’s degree in IT/CS

Tools

Autotask PSA

Datto RMM

ThreatLocker

SentinelOne

Fortinet

Cisco

Job description

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role:

We’re seeking a Senior Technical Support Consultant. This role is designed for an experienced IT professional who can serve as the primary technical escalation resource for complex, high-impact, or multi-system incidents across managed client environments.

You’ll play a key role in combining advanced troubleshooting, incident ownership, technical leadership, mentoring, and documentation, driving issues to resolution or a complete, documented handoff while keeping clear boundaries between Support, Engineering, and security response.

Location: Must be in The Philippines – Remote.

Environment: Philippines and International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – 9:00 AM – 6:00 PM MT.

Contract: Full Time

Requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, or any related field preferred; equivalent combinations of practical experience, training, and certifications may be considered.
• Experience: 5 or more years of progressive IT support, systems, network, or related experience, including responsibility for complex escalations in client-facing environments (equivalent combinations of experience, training, and certifications may be considered); experience in an MSP, professional services, or other multi-client technical environment preferred; experience supporting organizations with approximately 25-50 employees and varied technology standards preferred.
• Skills: Advanced knowledge of Microsoft 365, Windows endpoints and servers, identity, Active Directory or Entra ID, email, networking, DNS, DHCP, VPN, and security fundamentals; ability to configure and maintain firewalls and business networks and diagnose issues using logs, packet captures, and structured troubleshooting; experience with Autotask (PSA), Datto RMM, ThreatLocker, and SentinelOne a plus, with training provided during onboarding; experience with Fortinet firewalls, switches, and wireless access points, and VoIP networking (SIP and RTP) a plus; relevant Microsoft, Fortinet, CompTIA, Cisco, security, backup, or cloud certifications a plus.
• Characteristics: Able to lead technical incident resolution and mentor Level I and Level II technicians; clear communication with clients and vendors; critical thinking using evidence to isolate root causes; ownership and accountability; accurate, reusable documentation; works independently without losing alignment with established process; balances speed with accuracy, security, and long-term supportability.

Responsibilities:

• Take ownership of complex or high-impact incidents and drive them through resolution, vendor escalation, Engineering escalation, security escalation, or documented handoff, serving as a primary technical escalation resource for Level I and Level II technicians.
• Troubleshoot advanced Microsoft 365 issues involving Exchange Online, Entra ID, Teams, SharePoint Online, identity, authentication, and mail flow, and diagnose complex Windows Server and Active Directory issues involving DNS, DHCP, Group Policy, and permissions.
• Configure and troubleshoot supported firewalls, switches, wireless access points, VLANs, routing, VPNs, and VoIP systems, using packet captures, event logs, message traces, and platform telemetry to diagnose intermittent or multi-layer failures.
• Troubleshoot backup, disaster-recovery, endpoint-management, remote-monitoring, and endpoint-security platforms, and lead the technical response to complex suspected security incidents within Support scope while preserving evidence.
• Perform root-cause analysis on recurring incidents, coordinate with vendors and ISPs, provide clear client-facing updates, mentor technicians, participate in migrations and deployments, and maintain complete documentation while meeting an average target of six billable hours per workday.