Tier 3 Systems Engineer

Overview

The Tier 3 Systems Engineer is the final technical escalation point within the service organization. This role owns complex incidents, major outages, deep problem analysis (RCA), systems architecture decisions, and high-risk change execution across client environments. The engineer leads stabilization, remediation, and hardening efforts across Microsoft 365/Entra ID, Intune, Azure/Windows Server, networking/firewalls, backup/DR, and security tooling while mentoring Tier 1/2 and producing durable documentation and automation to reduce ticket recurrence.

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, and hybrid environments; 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 non-technical 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+.

About SVC

Select VoiceCom is an American and Australian-owned company providing call center services. Our goal is to provide first-class service to clients and a great work environment for employees. We encourage employees to say, "I work at Select VoiceCom, and think it's a great place to work" The owners and managers listen to feedback and consider its impact on employees.

If you are considering a move or want to build a new career with growth opportunities, apply at Select VoiceCom today and join the growing SVC family. You wont regret it

• Life insurance program
• Free weekly in-house massage
• Cash incentives of Php5,000 for referring friends/relatives
• 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

*Terms and conditions apply.

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 within 1-7 working days. Due to volume of applications we receive daily, only shortlisted candidates will receive a phone call for an interview between 8AM-11PM (Monday-Friday).

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