Tier 3 Service Desk Specialist (Mac OS/Windows) - MSP

Connext; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Connext is seeking a Tier 3 Service Desk Specialist to serve as a senior technical resource across Windows, macOS, cloud platforms, networking and security. You will own issues end-to-end, from investigation through resolution, and support projects and process improvements.

You will diagnose complex issues in MSP and multi-client environments, provide advanced troubleshooting, document solutions, and communicate clearly with technical and non-technical stakeholders.

Qualifications

• Experience supporting Windows, macOS, MS 365, Google Workspace.
• Strong networking and security fundamentals including VPNs, DNS/DHCP.
• Excellent English communication and customer-facing skills.

Responsibilities

• Resolve complex IT issues across client environments.
• Own issues end-to-end from investigation to resolution.
• Escalate and coordinate with cross-functional teams.
• Support migrations, deployments and security initiatives.
• Maintain documentation and knowledge resources.
• Communicate clearly to technical and non-technical stakeholders.

Skills

Windows

macOS

MS 365

Google Workspace

Networking

Security fundamentals

Troubleshooting

Communication

Documentation

Multi-client support

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field

Job description

The Tier 3 Service Desk Specialist is responsible in serving as a senior technical resource responsible for resolving complex IT issues across multiple client environments. The role provides advanced troubleshooting and escalation support across end-user systems, cloud platforms, networking, security, and infrastructure while taking ownership of issues from investigation through resolution and supporting technical projects and process improvements.

Job Description

• Serve as a trusted technical resource for complex IT support needs across multiple client environments.
• Diagnose and resolve difficult or non-routine technical issues across Windows, macOS, Microsoft 365, Google Workspace, and cloud/on-premise environments.
• Own technical issues end-to-end, including investigation, root-cause identification, resolution, documentation, and client communication.
• Provide advanced support for networking components, including firewalls, switches, VPNs, DNS/DHCP, Wi-Fi, and routing.
• Partner with technical teams in a non-tiered support structure to coordinate cross-functional troubleshooting and resolution.
• Participate in client projects involving migrations, deployments, security initiatives, system upgrades, and other technical changes.
• Research unfamiliar technologies and use logical troubleshooting, experimentation, and available resources to identify solutions.
• Identify opportunities to improve support processes, documentation, automation, and technical tooling.
• Maintain accurate technical documentation and contribute to internal knowledge resources.
• Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.
• Manage multiple client issues and competing priorities while maintaining service quality and timely resolution.

Screening Criteria

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field.
• Minimum of five (5) years of demonstrable experience in an MSP, fast-paced, multi-client, or multi-site IT support environment.
• Must have stable employment history.

Required Qualifications

• Experience supporting and troubleshooting Windows, macOS, Microsoft 365, Google Workspace, and related IT environments.
• Experience with networking and security fundamentals, including VPNs, DNS/DHCP, VLANs, Wi-Fi, firewalls, and routing.
• Demonstrates strong troubleshooting skills across systems, networking, cloud services, and security fundamentals, with the ability to diagnose problems beyond Level 2 support.
• Demonstrates strong customer-facing communication skills with the ability to explain complex technical concepts clearly to users and stakeholders.
• Demonstrates high level of comfort diagnosing unfamiliar technologies through research, logic, and experimentation.
• Demonstrates strong ownership mentality, with the ability to manage technical issues through the entire resolution process.
• Proactive approach to improving processes, documentation, and technical tools.
• Proven ability to manage multiple client environments and competing priorities effectively.
• Proven ability to collaborate effectively with technical and non-technical teams.
• Clear and coherent both written and verbal communication skills in English.