L3 IT Support Engineer (Permanent Work From Home and Night Shift) - Quezon City - ref. h47529419

SUMMARY

Key duties include managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.

The role also involves collaborating with vendors, implementing SaaS solutions, addressing infrastructure alerts, and contributing to continuous process improvement within the IT department.

• Troubleshooting issues related to End User Devices including but not limited to: Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and more.
• Troubleshoot issues related to Company Infrastructure such as Office 365, G Suite, Windows Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage, Cloud authentication)
• Follow proper company procedures such as response time, escalation, communication, and documentation.
• Properly handle your ticket workspace in the help desk system - everything clean, updated, resolved properly, and generally done aesthetically
• Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.
• Setup of networks during client onboarding or an a la carte project
• Provide level 2 escalation point for help desk
• Work with vendor technical support to resolve issues or implement new solutions
• Implement SaaS solutions as needed
• Attend to infrastructure issues discovered by NOC
• Document and improve department processes

• 5+ years of IT Experience (Desktop Support, Systems Engineering, Systems Administration)
• Help Desk MSP Experience
• Experience with Kaseya & IT Glue
• End User Support / Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, Deployment, MDM
• Support of Cloud products: Office 365, SharePoint / OneDrive, Azure, Google
• Systems Administration: Knowledge of Microsoft Windows Server Platforms (DC, FS, TS, Print, IIS) as well as Active Directory, Group Policy, Basic Exchange Server, Basic SQL Server,
• Support of BDR Products: Veeam, Azure, Local NAS
• Support of Cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning
• Basic understanding and Support of Storage and Virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware
• Understanding of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN and Firewalls
• IT Certificates: CompTIA Network+ certified

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.