IT Support Level 3

Overview

Location: Onsite,

Metro Manila

Employment Type:

Full-time, Permanent

Pay Range:

100k to 140k PHP

About the role

We are seeking an experienced and highly skilled
IT Systems & Support Engineer (Tier 3)

to take ownership of our core end-user support and infrastructure maintenance processes, including Help Desk Support, Patch Management, User Account Management, and Email Security & Spam Filtering.

This is a hands-on role suitable for a proactive, detail-oriented professional with strong troubleshooting abilities, excellent communication skills, and a solid foundation in systems and the ITIL framework.

Why you want this role

• Offers continuous learning and the chance to solve complex technical problems.

• Directly contribute to the smooth running of core IT systems.

• Opportunity to grow into more specialised areas as you develop your technical and customer service skills.

What we are looking for

• Strong technical knowledge in operating systems, networks, and hardware.

• Excellent communication skills, customer service focus, and adaptability to manage evolving user needs.

• Ability to proactively solve problems, maintain systems, and suggest improvements.

Key accountabilities

Help Desk Support

• Diagnose and resolve technical issues related to hardware, software, networks, and peripherals.

• Oversee and manage Jira Service Desk ticket queue, ensuring SLAs are met.

• Act as an escalation point for advanced end-user technical issues.

• Configure and set up computer systems, software, and networks.

• Manage user accounts, password resets, and mailbox setup.

• Provide guidance on IT policies and training for users.

• Maintain IT asset records and contribute to knowledge base documentation.

• Mentor Tier 1 staff.

Patch Management

• Manage and deploy security patches and updates using Intune.

• Maintain compliance reporting and collaborate with MSP AHBIT to prioritise patching.

• Track and report patching efforts to ensure compliance with security policies.

User Account Management

• Administer user lifecycle processes in Microsoft 365 and Entra ID.

• Enforce RBAC, MFA, and least privilege access policies.

• Automate account provisioning/de-provisioning with PowerShell or similar tools.

• Monitor user activity to detect suspicious behaviour.

Email Security & Spam Filtering

• Configure and maintain Microsoft Defender for Office 365.

• Monitor and respond to phishing, spam, and email-based threats.

• Implement best practices including SPF, DKIM, and DMARC.

Skills, qualifications and experience

Essential

• 4+ years of IT support experience, including Tier 1/2/3 help desk responsibilities.

• Associate's or Bachelor's degree in Computer Science, IT, or related field.

• Solid knowledge of Microsoft technologies (Windows Server, Entra ID, Group Policy, Microsoft 365, Azure).

• Strong experience with patch management systems and vulnerability remediation.

• Proficiency in scripting (PowerShell/Python).

• In-depth understanding of email security protocols and tools.

• Experience with Jira ticketing systems, remote desktop tools, and monitoring solutions.

• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPNs).

• Excellent communication, troubleshooting, and analytical skills.

Desirable

• Certifications such as CompTIA Security+, Microsoft Certified: Azure Administrator, or MCSA/MCSE.

• Experience in regulated environments (HIPAA, PCI, SOX).

• Exposure to SIEM or EDR platforms.

Personal

• Team player with enthusiasm, resilience, and ethical behavior.

• Strong attention to detail and ability to think outside the box.

• Effective liaison with stakeholders at all levels.

• Positive attitude, maturity, and strong work ethic.

Key relationships

Internal:

Technology Team

External:

MSP AHBIT, Crowdstrike, The Missing Link

About Our Client

RAM Group

is the owner and operator of
Real Asset Management

and
Brighten Home Loans

, with offices in Sydney, Melbourne, Brisbane, Hong Kong, and Shanghai.

Real Asset Management

is a fully independent wealth and asset management firm. We are committed to providing the highest quality solutions to dealer groups, family offices, institutions, and high net worth individuals across Asia Pacific.

Brighten Home Loans

is an Australian-owned and regulated non-bank lender. Our loans are fully funded by a mix of top-tier banks and multi-institutional capital and are designed to meet the diverse needs of customers. As a genuine, innovative, and effective alternative to traditional banks, Brighten provides tailored lending options that go beyond conventional offerings.

In terms of culture, we pride ourselves on having a genuinely entrepreneurial approach coupled with the highest standard of leadership. Our senior team members bring decades of experience across national, regional, and global roles.

We are also a certified Inclusive Employer via the Diversity Council Australia, a certified Family Friendly Workplace, a bronze AWEI employer for LGBTQ+ workplace inclusion, and run our own corporate giving and wellness programs—alongside many other employee benefits.