MSP Escalations Engineer
4 days ago
We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.
As an Escalations Engineer, you will act as the final point of technical escalation within our support structure, providing resolution for the most complex issues affecting our clients. This role plays a critical part in maintaining service excellence and ensuring customer satisfaction across our managed environments.
We're looking for someone with a strong sense of ownership – willing to jump in and resolve whatever needs fixing, whether it's a high-level escalation or a lower-tier ticket. Over time, this role is expected to take on a leadership function within the offshore team, providing technical mentorship to junior engineers and helping elevate the overall capability of the team.
Salary: Php 130, ,000
Shift Schedule: Mon - Fri, 9:00 PM - 6:00 AM PHT
Job Description:
-Act as the final escalation point for resolving complex technical issues across applications, systems, and infrastructure (both on-premises and cloud-based).
-Collaborate closely with the Service Desk to resolve escalated tickets and provide guidance on complex issues.
-Work directly with vendors such as Microsoft, Kaseya, and Cisco to drive resolution of high-priority issues.
-Troubleshoot network issues involving WiFi, firewalls, switches, and VPNs.
-Lead or support major incident response efforts, including coordination, resolution, and post-incident review.
-Create and update standard operating procedures (SOPs), technical runbooks, and other documentation.
-Conduct root cause analysis and implement permanent corrective actions for recurring issues.
-Monitor and analyze escalation trends to proactively identify systemic problems and drive long-term solutions.
-Coordinate with internal teams on project implementation tasks when specialized technical input is needed.Ensure clear, timely, and professional communication with internal teams and external clients.
-Take ownership of technical issues at all levels, including lower-tier tickets when needed, to support team success and maintain service levels.
-Provide mentorship and technical guidance to junior engineers, with a view toward gradually leading the offshore support function.
Skills & Qualifications:
Minimum 5 years' IT experience encompassing a combination of:
-3+ years of experience resolving technical problems and troubleshooting in a Microsoft-centric business environment.
-2+ years of experience working for a Managed Services Provider focused on the SMB market.
-2+ years of experience in a senior escalations role.
Installation, configuration, and troubleshooting with:
-Microsoft 365 core services: Exchange Online, SharePoint/OneDrive, Teams, Entra ID (Azure AD), and compliance features such as Microsoft Purview.
-Azure services including user management, conditional access, security baselines, and resource configuration.
-Windows Server fundamentals, including DNS, DHCP, GPOs, and system recovery
-Intermediate-level networking: firewalls, switches, VPNs, and WiFi troubleshooting.Common security tools and remediation of security-related alerts.
-Microsoft Hyper-V and Windows Server
Benefits:
- Up to 1-month FREE Accommodation for those relocating to Pampanga *
- 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)
HMO coverage for employee +1 FREE dependent on the first day of employment
+1 additional FREE dependent per successful year of tenure (up to five (5) years)
- Tenure Incentive Program*
- FREE daily meal
- Referral Bonus of up to Php20,000.00*
- ALL government mandated benefits
*Terms and conditions apply
-
MSP Escalations Engineer
1 week ago
Clark Freeport Zone, Pampanga, Philippines Technology Elite, Inc. Full time ₱1,200,000 - ₱2,000,000 per yearWe will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.As an Escalations Engineer, you will act as the final point of technical escalation within our support structure, providing resolution for the most complex issues affecting our clients. This role plays a critical part in...
-
Senior MSP Engineer and Team Manager
3 weeks ago
, , Philippines itGenius ? Biz Tech Experts Full timeCome join our dynamic and award-winning cloud technology consulting firm in Sydney! Are you a natural leader who thrives in fast-paced, high-performance environments? If you know how to bring out the best in technical teams, balancing people leadership with sharp operational and project management skills, we want to hear from you. We're searching for a...
-
MSP Senior IT Systems Engineer
2 days ago
Clark Freeport and Special Economic Zone, Central Luzon, Philippines Technology Elite - Build YOUR Elite Team Full time ₱900,000 - ₱1,200,000 per yearWe will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.Work Shift:Monday to Friday/ Night Shift 9:30 PM- 6:30 AM PHTTheIT Systems Engineeris a senior technical role primarily responsible for 2nd level technical assistance including diagnosing and resolving issues and problems with...
-
Information Technology Engineer
3 weeks ago
, Metro Manila, Philippines Filcan Global Envelope Strategies Full timeWe’re looking for a hands-on technical leader, for our client in Canada, who blends deep infrastructure expertise with a strong cybersecurity background . This isn’t a people-management role. You’ll act as the senior architect/engineer guiding infrastructure and security strategy while also serving as an escalation point for complex issues. What...
-
Microsoft 365 Cloud Engineer
4 days ago
Clark Freeport Zone, Pampanga, Philippines Technology Elite, Inc. Full timeWe will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.Shift Schedule: Mon - Fri, 6:30 AM to 3:30 PM PHTThis role is approximately 70% technical implementation and 30% light project coordination. You will deliver well-scoped projects (typically under 200 hours) while working with, and...
-
IT Systems Engineer
4 days ago
Clark Freeport Zone, Pampanga, Philippines Technology Elite, Inc. Full time ₱600,000 - ₱1,200,000 per yearWe will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.Manage and facilitate the completion of Customers' support requests. The Systems Engineer will manage the Customers' expectations throughout the process and strive to maintain high Customer Satisfaction levels. The Support delivery...
-
Licensed Electrical Facilities Engineer
2 days ago
Clark Freeport Zone, Pampanga, Philippines VITRO, Inc. Full time $70,000 - $120,000 per yearJob Description: Equipment Monitoring and Documentation:Conduct regular monitoring of electrical, mechanical, and cabling systems.Record equipment status, utilization, and alarms; escalate issues as needed.Generate report for O&M for each equipment and keep and update equipment history record.Submit periodic reports, such as O&M performance reports, project...
-
L2 Msp Support Engineer
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeAbout Sharesource: We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses. What are we looking...
-
Service Desk Engineer 1
4 days ago
Clark Freeport Zone, Pampanga, Philippines Seidotech Solutions Corp. Full time ₱420,000 - ₱600,000 per yearAbout the role: Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to Dataprise customers in a 24X7X365 environment. In this position, you'll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are...
-
Cloud Support Engineer
4 days ago
Clark Freeport Zone, Pampanga, Philippines BGL CORPORATE SOLUTIONS INC Full timeAbout the RoleWe're looking for a Cloud Support Engineer to join our growing DevOps Team. In this role, you'll be responsible for ensuring the reliability, performance, and availability of BGL's cloud systems during out-of-hours operations. You'll handle incident response, monitor AWS environments, and collaborate closely with our DevOps team to implement...