L3 Technical Support Engineer

1 week ago


Pasig, National Capital Region, Philippines Converge ICT Solutions Inc. Full time

Role Overview

The L3 Technical Support Engineer is responsible for resolving complex technical incidents, supporting escalations from L1/L2 teams, and ensuring long-term service stability through root-cause analysis and continuous improvement. This role serves as a subject-matter escalation point and contributes to maintaining high service availability and operational excellence.

Qualifications

  • Minimum: Fresh graduate or 1–2 years of experience in IT Service Management, Service Assurance, Technical Support, or Network/Systems Operations.
  • Strong analytical and troubleshooting skills with a passion for solving complex technical issues.
  • Familiarity with ITIL or ITSM processes (Incident, Problem, and Change Management).
  • Good communication skills and ability to work in a fast-paced, collaborative environment.

Willingness to learn advanced technical concepts and grow into a senior support role.

Key Responsibilities

Incident & Problem Resolution

  • Resolve advanced and high-complexity incident tickets escalated from L1/L2 or triggered through event and system monitoring.
  • Provide end-to-end troubleshooting, identify root causes, and implement permanent fixes to prevent recurrence.
  • Document resolutions, update knowledge base articles, known error records, and workarounds to enhance operational efficiency.
  • Raise and manage problem tickets for recurring issues, collaborating with the L3 Tech Lead for deeper technical investigation.

Operational Support

  • Act as a backup for the L3 Tech Lead during absences, ensuring continuity of technical operations.
  • Coordinate with cross-functional teams (Development, Infrastructure, Security, etc.) for complex issue resolution.
  • Ensure compliance with SLAs, escalation protocols, and ITSM best practices.

Continuous Improvement

  • Contribute to optimizing processes, improving system stability, and reducing incident volumes.
  • Participate in reviews of recurring issues, performance logs, and service trends to identify improvement opportunities.


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