L3 IT Support Engineer | Eastwood | URGENT!
Salary: ₱100,000 – ₱120,000 per month
About the RoleWe are seeking an experienced and customer-focused L3 IT Support Technician with strong expertise in enterprise IT infrastructure and cybersecurity best practices. This role serves as the highest technical escalation point for complex incidents, providing advanced troubleshooting, root cause analysis, and resolution of critical IT and security-related issues.
The successful candidate will support and optimize end-user computing environments, Microsoft 365 services, identity management platforms, network infrastructure, and security solutions while ensuring secure and reliable IT operations across the organization.
Key Responsibilities
Advanced Technical Support & EscalationServe as the Level 3 escalation point for technical issues unresolved by Level 1 and Level 2 support teams.
Diagnose and resolve complex issues involving:
Windows and Mac operating systems
Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
Active Directory and Microsoft Entra ID (Azure AD)
Endpoint management platforms (Intune, JAMF, or similar)
Networking, VPN connectivity, and remote access technologies
Business-critical applications and cloud services
Perform root cause analysis (RCA) for recurring incidents and major outages.
Coordinate with vendors, third-party providers, and internal technical teams to resolve complex issues.
Manage user accounts, permissions, security groups, and access controls.
Administer Microsoft 365 environments and implement configuration changes.
Support Windows Server environments, Group Policy management, and identity services.
Assist with system upgrades, hardware refreshes, migrations, and technology rollouts.
Monitor system health and proactively identify infrastructure risks.
Implement and maintain cybersecurity best practices across the IT environment.
Enforce security controls including:
Multi-Factor Authentication (MFA)
Password and access management policies
Conditional Access policies
Endpoint protection and EDR solutions
Investigate and respond to security alerts, vulnerabilities, and suspicious activities.
Support security audits, compliance initiatives, and risk assessments.
Assist with incident response processes and remediation activities.
Educate end users on cybersecurity awareness, phishing attacks, and social engineering risks.
Ensure compliance with organizational security standards and industry best practices.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
Ensure accurate ticket documentation and update records within the ITSM platform.
Identify opportunities to automate repetitive tasks through scripting and workflow automation.
Mentor and provide technical guidance to Level 1 and Level 2 support staff.
Required Skills & Qualifications
4-7 years of experience in IT Support, Service Desk, Systems Administration, or Infrastructure Support.
Strong experience supporting enterprise Windows and Mac environments.
Advanced knowledge of:
Microsoft 365 Administration
Active Directory and Microsoft Entra ID (Azure AD)
Group Policy Management
Microsoft Intune or similar endpoint management solutions
Exchange Online, Teams, SharePoint, and OneDrive
Strong understanding of networking concepts:
TCP/IP
DNS
DHCP
VPN
Routing and connectivity troubleshooting
Experience with ITSM platforms such as:
ServiceNow
Jira Service Management
Zendesk
Freshservice
Knowledge of cybersecurity principles, security frameworks, and common threat vectors.
Experience supporting endpoint security platforms, antivirus solutions, and EDR technologies.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication skills.
Preferred Certifications
Microsoft Certified
Sophos Certified Engineer
CompTIA Security+
CompTIA Network+
ITIL Foundation Certification
Microsoft Security Certifications
Preferred Attributes
Customer-focused with a professional and service-oriented mindset.
Strong leadership and mentoring capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Exceptional attention to detail and documentation practices.
Proactive approach to identifying and resolving technical issues.
Passion for continuous learning and cybersecurity advancement.
Comfortable participating in on-call rotations and major incident response activities.
Success Metrics
SLA compliance and resolution performance.
Reduction in recurring incidents through root cause analysis.
Timely resolution of escalated and critical issues.
Security compliance adherence.
Knowledge base contributions and process improvements.
End-user and stakeholder satisfaction scores.
This version elevates the original JD from a Mid-Level IT Support Desk Technician to an L3 IT Support Technician, emphasizing advanced troubleshooting, infrastructure administration, cybersecurity ownership, mentoring responsibilities, and major incident management.