Tier 3 Systems Engineer

Join to apply for the Tier 3 Systems Engineer role at Select VoiceCom Overview As a Tier 3 Systems Engineer, you will join our client’s team of IT experts specializing in enhancing efficiency through superior IT and Managed Services solutions. Core Responsibilities Incident & Problem Management Act as incident commander for Sev1/Sev2; coordinate comms, isolation, remediation, and RCA. Handle Tier 2/3 escalations: complex identity/auth issues, mail flow, SharePoint/OneDrive sync, Teams call quality issues, conditional access, hybrid AD/Entra sync, GPO/Intune conflicts, file server/NTFS problems, line‑of‑business app dependencies. Develop and deliver Root Cause Analysis (RCA) with corrective & preventive actions. Engage and manage vendor TAC (e.g., Microsoft, firewall/EDR vendors) to resolution. Plan and execute complex changes: migrations (on‑prem M365/Azure), firewall cutovers, site‑to‑site VPNs, identity redesign (Entra Conditional Access/SSPR/MFA), AVD deployments, hybrid identity, server upgrades (AD DS, DNS/DHCP, file/print), and storage changes. Create high‑level and low‑level designs, rollback plans, and test/validation procedures. Participate in CAB; ensure all high‑risk changes have impact analysis and backout plans. Security & Compliance Implement and tune EDR/XDR, Defender for Business/Endpoint, email security (e.g., Proofpoint/Mimecast), hardening baselines (CIS/Microsoft), and vulnerability remediation workflows. Drive least privilege (PIM/PAM), Conditional Access, and Zero Trust principles. Ensure logging/retention and evidence for audits (SOC 2‑aligned practices; HIPAA/PCI as applicable). Automation, Tooling & Documentation Create PowerShell automations for onboarding, remediation, and drift correction. Maintain runbooks, SOPs, and decision trees in the knowledge base (e.g., IT Glue). Coach Tier 1/2; convert escalations into documented playbooks to reduce recurrence. Provide clear, non‑jargon updates to stakeholders during incidents and projects. Coordinate with client app vendors (e.g., print management or LOB apps) to expedite fixes. Produce post‑incident reports and present findings to technical and nontechnical audiences. Qualifications Must Have 5 – 8+ years supporting SMB/SME environments in an MSP (multitenant) context. Expert‑level in M365/Entra/Intune and Windows Server/AD. Strong networking fundamentals (layer 2/3, VPN, firewall policies), plus security tooling exposure (EDR/XDR, email security). Proven incident management and RCA delivery. PowerShell fluency (read/write/debug in production scenarios). Clear written and verbal communication; ability to lead during outages. Nice to Have Experience with IT Glue/Hudu, Autotask, and your RMM of choice. Certifications (Preferred or Equivalent Experience) Security: Security+, MS500, or vendor EDR accreditations. Network/Firewall: Fortinet NSE, Palo Alto ACE/PCNSA, or Network+. Benefits Life insurance program Free weekly in‑house massage Cash incentives of Php5,000 for successfully referring friends and relatives to join SVC Service incentive leave program Annual salary increase based on performance Fun and family‑like working environment Quarterly team outing Free flowing coffee and hot chocolate Cozy sleeping lounge and canteen plus entertainment area Excellent office location in Cebu IT Park About SVC Select VoiceCom is an American and Australian‑owned company providing call center services. While our main goal is to provide first‑class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, “I work at Select VoiceCom, and think it’s a great place to work” The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees. How to apply Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM. What to prepare Updated e‑copy (not printed) of your resume (.doc, .docx, .pdf) Pen ID Quick apply online If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday). #J-18808-Ljbffr