Senior L3 Systems Engineer (MSP Required) — Day Shift Philippines | US Clients

• 9:00 AM – 6:00 PM Philippines Time (PHT)

(8:00 AM – 5:00 PM PHT during US Daylight Saving Time)

About the Role

We are looking for a reliable and technically strong Level 3 IT Support Technician to provide overnight support for our US-based clients.

This role focuses on working tickets, resolving issues independently, and ensuring our clients receive responsive, high-quality support while the US team is offline.

This is a hands-on technical role, not an entry-level position.

• Handle incoming service desk tickets during overnight US hours
• Troubleshoot and resolve Level 3 issues independently
• Escalate complex or unresolved issues with clear documentation
• Perform remote troubleshooting for:
• Windows workstations and servers
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Basic networking and connectivity issues
• Follow established processes and documentation
• Provide clear ticket updates and accurate time entries
• Maintain SLA compliance and service quality overnight

• 2+ years of IT support experience (MSP experience strongly preferred)
• Comfortable working tickets independently with minimal supervision
• Strong troubleshooting skills and logical problem-solving
• Solid English communication (written and verbal)
• Experience with ticketing systems (ConnectWise, ServiceNow, Zendesk, Jira, etc.)
• Strong sense of urgency and ownership
• Reliable internet and ability to work a fixed schedule

• MSP background
• Experience supporting US-based clients
• Familiarity with:
• Active Directory / Azure AD
• VPNs and basic firewall concepts
• RMM tools

• Technicians who like focused, independent work
• People who take pride in closing tickets properly
• Someone comfortable being the primary overnight responder

• Entry-level / help desk trainees
• Candidates looking for flexible or rotating schedules
• Passive “wait for instructions” technicians

• 100% remote
• Stable overnight role with clear expectations
• Long-term opportunity with a growing MSP
• Paid above local average for reliability and performance

We are looking for a Level 3 Technician to cover overnight support for our IT MSP clients