Summary

The Tier 3 (T3) Support Technician is responsible for providing advanced technical support and resolving complex IT issues escalated from Tier 1 and Tier 2 teams. This role requires deep expertise in systems, networking, and infrastructure, with a strong focus on troubleshooting, root cause analysis, and implementing long-term solutions.

The T3 Technician also plays a key role in mentoring junior team members and improving overall support processes.

Job Responsibilities

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  Handle escalated technical issues from Tier 1 and Tier 2 support teams, ensuring timely resolution
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  Perform advanced troubleshooting across servers, networks, cloud platforms, and end-user systems
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  Conduct root cause analysis and implement permanent fixes to prevent recurring issues
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  Manage and maintain IT infrastructure, including servers, virtualization platforms, and network devices
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  Support and administer systems such as Active Directory, Microsoft 365, Azure, and other cloud environments
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  Collaborate with internal teams and clients to resolve complex technical concerns
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  Document solutions, processes, and troubleshooting steps in knowledge base systems
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  Provide guidance, training, and mentorship to junior support staff
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  Participate in system upgrades, migrations, and IT projects as needed
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  Ensure adherence to SLAs, security policies, and best practices

Qualifications

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  Minimum of 5+ years of experience in IT support, systems administration, or a similar role
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  Strong expertise in Windows Server, Active Directory, and Microsoft 365 environments
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  Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls)
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  Experience with virtualization technologies (VMware, Hyper-V, or similar)
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  Exposure to cloud platforms such as Microsoft Azure or AWS
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  Proven ability to troubleshoot complex technical issues across multiple systems
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  Strong communication and problem-solving skills
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  Experience working in an MSP or service desk environment is highly preferred

Requirements

Job Requirements

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  Ability to work in a fast-paced, client-facing environment with minimal supervision
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  Strong analytical and critical thinking skills
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  Excellent documentation and organizational skills
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  Willingness to work flexible shifts or on-call schedules, if required
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  Reliable internet connection and suitable remote work setup (if applicable)
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  Relevant certifications (e.g., Microsoft, Cisco, VMware) are a plus but not required

Benefits

What We Offer:

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Competitive Salary

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100% Remote Setup (Work anywhere in the Philippines)

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Full-Time Employment with long-term stability

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Company-Provided Laptop

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Complete Statutory Benefits

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HMO with Free Dependent

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Life Insurance Coverage

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Night Shift Schedule (Mon–Fri, 8 hours)