Senior IT Support Engineer
Hybrid · Pasig City, Metro Manila, Philippines
Job Summary
Senior IT Support Engineer (Level 3) leads escalated tickets and complex project work, drives new client onboarding and infrastructure deployments, mentors junior engineers, and coordinates with the service dispatcher to meet SLA. Responsibilities include diagnosing and resolving advanced issues across client environments, establishing and documenting processes, coordinating onsite visits and travel, and maintaining accurate time entries for client billing. Technical focus areas include Microsoft 365 (E5/EMS), Entra ID, Intune, Exchange Online, SharePoint/OneDrive, PowerShell scripting, Cisco Meraki networking (MX/MS/MR), VLANs, firewall policies, VPNs, DNS/NAT, and troubleshooting across Windows, macOS, and mobile devices. The role requires strong communication with clients and internal teams, ongoing learning of emerging technologies, and contributing to the technology stack while ensuring security and reliability of managed IT infrastructure.
Required Qualifications
- 5+ years of relevant IT experience; MSP or MSSP background strongly preferred.
- Demonstrated experience with Microsoft 365 environment buildouts and migrations. With deep expertise in Microsoft 365 E5, EMS E3, Entra ID, Exchange Online, Intune, SharePoint, and Teams.
- Intermediate-to-advanced PowerShell and Microsoft Graph API scripting skills. With Strong networking background: routers, DNS, VLANs, NAT, VPN, and Cisco Meraki platform experience.
- Workstation and server experience: Windows 11, Windows Server (Azure VM and physical), macOS.
- Proven ability to manage a high-complexity workload within a dispatcher-assigned service model while maintaining clear communication on priorities and timelines.
- Excellent communication skills; capable of providing email, phone, and onsite support. With high level of accuracy and attention to detail; disciplined in time entry and documentation practices.
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