L3 Technical Support Engineer

4 weeks ago

Manila, National Capital Region, Philippines Permhunt Full time

Overview:

Our US-based MSP client is seeking a motivated and skilled Technical Support Engineer (Level 3) to provide advanced support for their clients' IT infrastructure. This role requires strong problem-solving skills, attention to detail, and the ability to manage client servers, Fortinet networking equipment, and O365 environments.

Key Responsibilities:

  • Provide Level 3 technical support for Windows systems and Linux servers.
  • Manage client servers, including routine maintenance, troubleshooting, and performance monitoring.
  • Support and configure Fortinet networking equipment, ensuring optimal performance and security.
  • Respond to network management requests and resolve complex issues in O365 environments.
  • Provide support for email filtering services, ensuring clients' email systems remain secure and functional.
  • Handle escalations from Level 1 support and assist with more advanced troubleshooting.
  • Participate in the on-call rotation (2-person rotation), providing after-hours support as needed.
  • Collaborate with project teams to deliver technical solutions for client-specific needs.
  • Ensure adherence to service-level agreements (SLAs) and provide timely updates to clients.
  • Maintain detailed documentation of issues, troubleshooting steps, and resolutions in ticketing systems.
  • Continuously improve technical knowledge, staying up to date with new tools and best practices in networking.

Required Qualifications:

  • 3-5 years of experience in technical support or a similar role.
  • Strong understanding of Windows 10 and Linux server environments.
  • Proficient in networking concepts and hands-on experience with Fortinet equipment.
  • Familiarity with Office 365 management and troubleshooting.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strong communication skills, with an emphasis on phone-based support.
  • Flexibility to participate in the on-call rotation.

Preferred Qualifications:

  • Familiarity with endpoint protection platforms like SentinelOne (EDR) and knowledge of Managed Detection and Response (MDR) solutions, such as BlackPoint Cyber.
  • Experience with email filtering solutions.
  • Familiarity with remote monitoring and management (RMM) tools.
  • Previous experience in a managed services provider (MSP) environment.

Working Conditions:

  • Remote
  • Graveyard Schedule
  • 8:00am - 5:00pm CST
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