Sr. Technical Support Engineer

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

WE ARE HIRING: SENIOR IT TECHNICAL SUPPORT ENGINEER

Be the technical anchor that keeps our people, systems, and technology running smoothly.

We are looking for an experienced Senior IT Technical Support Engineer who can go beyond resolving tickets and take ownership of the systems, tools, and processes that keep our workforce productive.

In this role, you will serve as the L2/L3 escalation point for complex technical concerns, mentor junior support staff, and work closely with infrastructure and engineering teams to improve the reliability, security, and overall IT experience of the organization.

WHAT YOU'LL DO

• Serve as the highest point of escalation (L2/L3) for complex hardware, software, network, and account-related issues.
• Diagnose and resolve technical problems involving desktops, laptops, mobile devices, servers, and network components.
• Administer and maintain core IT systems, including Active Directory, Microsoft 365, endpoint management, and identity/access management tools.
• Manage the complete user lifecycle, including onboarding, offboarding, provisioning, permissions, and access reviews.
• Own and maintain the IT ticketing/ITSM system, monitor SLAs, analyze support trends, and identify opportunities to reduce recurring incidents.
• Troubleshoot and support network infrastructure, including LAN/WAN, VPN, Wi-Fi, DNS, DHCP, VLANs, and firewalls.
• Lead or contribute to IT initiatives such as hardware refreshes, system migrations, technology rollouts, and tooling implementations.
• Develop and maintain technical documentation, runbooks, troubleshooting guides, and knowledge base articles.
• Mentor and coach junior IT support engineers while helping establish support standards and best practices.
• Support the implementation of IT security and compliance policies, including patch management, endpoint protection, and incident response.
• Collaborate with the broader IT team to identify root causes, improve systems, and proactively prevent recurring technical issues.

WHAT WE'RE LOOKING FOR

• At least 5 years of experience in IT support, help desk, technical support, or systems administration, with experience handling senior or escalation-level responsibilities.
• Strong knowledge of Windows and macOS environments; familiarity with Linux is an advantage.
• Hands-on experience administering Microsoft 365 and Active Directory.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, VLANs, and firewalls.
• Proficiency in using ticketing systems or ITSM platforms.
• Strong troubleshooting, analytical, problem-solving, and root-cause-analysis skills.
• Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Strong sense of ownership, accountability, and urgency when handling technical issues.
• Ability to work independently while effectively collaborating with IT and cross-functional teams.
• Experience mentoring or providing technical guidance to junior IT support staff is a strong advantage.

WHY THIS ROLE MATTERS

This isn't just a ticket-resolution role.

As our Senior IT Technical Support Engineer, you'll be one of the key technical resources supporting our organization. You'll have the opportunity to solve challenging IT problems, improve support processes, mentor team members, and contribute to projects that directly impact how our people work every day.

If you're someone who enjoys troubleshooting, takes ownership, and is always looking for ways to make technology more reliable, secure, and efficient, this opportunity could be for you.