MSP Support Engineer

1 week ago

Quezon City, National Capital Region, Philippines Outsourced Full time

Outsourced

Negotiable

Hybrid - Quezon City 3-5 Yrs Exp Diploma Full-time

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Job DescriptionDescription

Company Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Role Overview

The Managed Services Engineer 3 is a senior role, handling complex technical issues from the Service Desk and interacting directly with customers to resolve their IT problems. This position requires advanced technical skills, excellent communication, and a proactive approach to problem-solving. You will also guide and mentor junior team members, ensuring high standards of service and operational excellence. Success is measured by your ability to resolve tickets timely, with high customer satisfaction, as well as supporting your team in the success of departmental goals.

What You Will Do

  • Serve as a frontline engineer to our customer base, resolving issues to ensure productivity.
  • In addition, serve as an escalation point for complex Service Desk issues, providing expert troubleshooting support.
  • Perform remote troubleshooting for workstations, networks, and servers to resolve intricate technical issues.
  • Manage and support remote access solutions, including VPN, hardware/software, Terminal Services, and Microsoft Azure.
  • Assist in hardware upgrades/replacements and Hosted Services Migrations such as Microsoft 365 (Exchange/SharePoint) and Microsoft Entra (AD/Intune).
  • Provide functional direction to Tier 1 & Tier 2 team members, supervising their work and guiding them through complex tasks.
  • Travel on-site to support customer environments as needed, ensuring high-level technical assistance and customer satisfaction. Travel is not estimated to exceed 20% of the time.
  • Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency.
  • Participate in a weekly on-call rotation to support the team, ensuring availability for after hours support and urgent client needs.
  • Adhere to all Uprise standard operating procedures and policies.
  • Other tasks as customer and business needs evolve.
  • Constantly focus on delighting all Uprise customers with prompt and effective solutions.
Required Skills And Qualifications
  • 5+ years of technical support experience in a Managed Services Provider (MSP) setting.
  • Demonstrated expert-level experience in server, desktop, storage, networking, and advanced IT concepts, and policies.
  • Demonstrated analytical thinking skills and troubleshooting skills.
  • Ability to prioritize based on issue criticality.
  • Strong documentation skills for both users and internal staff.
  • Windows Desktop and Windows Server 2016+
  • Server Hardware configuration (SAN, iDRAC, ILO, RAID)
  • WAN/LAN networking, including routing, switching, security, and load balancing.
  • Networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS.
  • Microsoft 365, Google Workspace, and Remote Desktop Services.
  • Entra (Azure).
  • Conditional Access / DLP / Intune.
  • DNS/DHCP.
  • Documentation practices.
  • Process compliance.
Soft Skills:
  • Strong customer service orientation with a patient and empathetic approach to resolving user issues.
  • Being a self-starter and analytical and critical thinker.
  • Strong decision-making skills based on issue priorities.
  • Strong written and verbal communication skills.
  • Mentorship of junior staff, training exercises.
  • Time and task management.
  • Staying in tune with industry trends, tools and the security landscape.
  • Understanding and solving technical issues with little guidance.
  • Strong organizational skills, proactive problem solving, and priority setting.
  • Strong interpersonal skills, including strong verbal, written communication skills, and excellent listening skills.
  • Articulating advanced technical scenarios, in common terms, to customers.
  • Adapting to changing priorities and special projects.
  • Attention to detail.
  • Exhibiting a sense of urgency to customers/peers.
  • Positive attitude and a proactive approach to problem-solving.
Nice to Have:
  • Certifications in Microsoft, Cisco, or security (e.g., CCNP, CISSP).
  • Experience with project coordination and MSP related tools. Microsoft 365 / Entra (Azure) certifications.
  • CCNP / CISSP certifications.
  • Project coordination skills.
  • MSP related tools experience (PSA, RMM, MDM, Net Monitoring, etc.).
  • BASH, VBScript, and/or Python competency.
  • PowerShell and/or Scripting/Automation.
  • OSX troubleshooting.
  • Android / iOS administration and troubleshooting.
  • VoIP Systems.
  • Virtualization platforms.
  • Storage solutions.
Work set-up: Home-based (Equipment provided)

Work schedule: Monday - Friday, 10PM - 7AM
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