L3 Technical Support Engineer

1 hour ago

Pasig, National Capital Region, Philippines Converge ICT Solutions, Inc. Full time ₱1,500,000 - ₱3,000,000 per year

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.

Job Types: Full-time, Fresh graduate

Work Location: In person

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