Senior Tier 3 IT Support Engineer (Windows, 365, AD)

HRTX; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

HRTX is seeking an experienced L3 IT Support Specialist to join our offshore Global Business Center. You will handle escalated Level 3 issues across Windows, Microsoft 365, AD, and network topics, while collaborating with U.S. teams and ensuring security and policy compliance.

The role demands strong troubleshooting, English communication, and the ability to work independently in a remote-capable, enterprise IT environment. On-site work in the Philippines supports global operations.

Qualifications

• Associates or Bachelor's degree in IT or related field, or equivalent work experience.
• Minimum 3–5 years IT support experience, including at least 1 year handling Level 3.
• Strong knowledge of Windows OS, Microsoft 365, and basic networking concepts.
• Experience with Active Directory, user provisioning, and endpoint management.
• Familiarity with ITSM platforms (preferably ServiceNow) and ticketing workflows.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills in English.
• Ability to work independently and manage multiple priorities in a remote team environment.

Responsibilities

• Respond to and resolve tickets involving advanced workstation, laptop, and peripheral issues.
• Perform in-depth troubleshooting and root cause analysis for complex incidents.
• Support and maintain Active Directory user accounts, permissions, and group policies.
• Assist with software deployments, system imaging, and patch management.
• Collaborate with onshore IT teams to resolve cross-functional or infrastructure-related issues.
• Document solutions and contribute to the internal knowledge base.
• Ensure compliance with IT policies, procedures, and security standards.
• Provide remote support using tools such as RDP, Teams, or other remote access platforms.
• Participate in system maintenance tasks and support operational systems such as telephony and office equipment.

Skills

Windows OS

Microsoft 365

Active Directory

ITSM

Troubleshooting

English communication

Remote work

Education

Associates or Bachelor's degree in Information Technology

Tools

ServiceNow

RDP/Remote tools

Azure

AWS

Job description

HRTX is seeking an experienced L3 IT Support Specialist to join our offshore Global Business Center. You will handle escalated Level 3 issues across Windows, Microsoft 365, AD, and network topics, while collaborating with U.S. teams and ensuring security and policy compliance.

The role demands strong troubleshooting, English communication, and the ability to work independently in a remote-capable, enterprise IT environment. On-site work in the Philippines supports global operations.