Senior IT Support Engineers

7 days ago

Manila, National Capital Region, Philippines Filcan Global Envelope Strategies Full time ₱1,200,000 - ₱2,400,000 per year
About FC Global

FC Global is a dynamic offshore BPO company dedicated to delivering tailored digital transformation and operational solutions to clients worldwide. Our expertise spans customer service, virtual assistance, software development, and call center support, empowering businesses to enhance efficiency and scale with confidence.

As a trusted partner, we craft customized solutions aligned with client objectives, ensuring seamless execution through our skilled teams in the Philippines. With a strong focus on innovation and excellence, we help businesses stay competitive in evolving markets.

About the Role

We are looking for an experienced Senior IT Support Engineer to join a growing team supporting a Toronto-based Managed Service Provider (MSP). This role is perfect for someone with deep MSP experience, proven hands-on technical expertise, and the drive to grow in a long-term role.

As part of the technical services team, you'll manage the full lifecycle of support tickets, troubleshoot infrastructure and application issues, and collaborate with vendors and global teams. This is a hands-on position—not just coordination—where your skills and problem-solving will directly impact clients' operations.

We invest in our people: continuous training, certifications, and opportunities to advance into leadership roles.

Key Responsibilities
  • Provide hands-on technical support to MSP clients, following SLAs.
  • Own tickets from start to resolution using PSA tools (e.g., ConnectWise).
  • Monitor consoles and alerts, take proactive action, and escalate when needed.
  • Configure and troubleshoot infrastructure: Microsoft 365, VMware, Fortinet firewalls, networking, hybrid environments.
  • Liaise with vendors and global counterparts for escalations and complex issues.
  • Document solutions clearly and share knowledge with teammates.
  • Contribute to long-term IT improvements and security-first practices.
What We're Looking For
  • 8+ years of IT support experience, with at least 3–5 years in an MSP environment.
  • Proven hands-on expertise in ticketing, troubleshooting, and client support.
  • Certifications strongly preferred: Microsoft (MS-100/101 or MD-100/101), VMware, Fortinet, CompTIA Security+ (or equivalents).
  • Strong communication skills (written & spoken English) to interact with clients and vendors.
  • Stable career history (2+ years per role preferred).
  • Comfortable working EST night shift (9 PM – 5 AM PH time).
  • Growth mindset: committed to continuous learning and long-term success.
Preferred Qualifications
  • Experience with Apple devices, backup/BDR solutions, and web-based email security platforms.
  • Knowledge of ISO 27001, SOC 2, or NIST frameworks.
  • Mentoring or team lead experience in a technical environment.
Why Join Us?
  • Competitive salary aligned with experience and skills.
  • Long-term career growth and promotion opportunities.
  • Certification and training support to invest in your development.
  • Work with a progressive, inclusive, and collaborative team.
  • Remote-first role with focus on work-life balance and results-driven performance.

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