Level 3 Service Desk Engineer

3 days ago

Quezon City, National Capital Region, Philippines PeoplePartners Inc Full time

This is a remote position.

Level 3 Service Desk Engineer (Remote)

Background
  • One of PeoplePartners' long-standing clients—an MSP based in Melbourne—is looking for a Level 3 Engineer who's calm under pressure, sharp with their tools, and kind enough to lift others as they climb.
About the Role
  • This is the end of the escalation line. You'll handle complex support cases, mentor junior techs, and help keep systems running smoothly for clients who expect the best. And yep—you'll do it all remotely.
Your Key Responsibilities:
  • Triage and resolve support tickets from L1 and L2
  • Troubleshoot Microsoft 365, servers, networking (DNS, DHCP, VLANs), AD, backups.
  • Maintain and monitor systems via Datto RMM or equivalent.
  • Manage escalations through ConnectWise.
  • Document everything in IT Glue (if it's not documented, it didn't happen).
  • Lead onboarding/offboarding setups.
  • Support vendors with hardware/software issues.
  • Contribute to continuous improvement efforts and knowledge sharing.
Requirements About YOU
  • Calm, practical, and confident—but never arrogant.
  • A logical problem-solver who loves documentation and clean processes.
  • The kind of tech who mentors juniors instead of gatekeeping knowledge.
About YOUR Work History
  • 5+ years in Level 2/3 roles at an MSP.
  • Hands-on with ConnectWise, Datto RMM, Microsoft 365 Admin, Azure AD, ADUC.
  • Experienced with VPNs, remote desktops, and client support at scale.
About the Culture YOU Thrive In
  • Thoughtful, not reactive.
  • Level-headed even when things go sideways.
  • Open to helping others grow, not just fixing what's broken.
Key Responsibilities YOU Can't Wait to Do
  • Crack the hardest tickets.
  • Build bulletproof documentation.
  • Teach juniors the right way to do things.
How YOU Will Be Measured
  • Resolution time and first-time fix rates.
  • Internal QA checks on process and documentation.
  • Team feedback and mentoring impact.
When & Where YOU Will Work
  • Mon–Fri ; Dayshift (PH time).
  • 100% remote.
Ready to solve the gnarly stuff and build better systems? Apply now and be a part of a Great Place to Work firm

Benefits
  • Permanent Work-from-home setup
  • Company-provided equipment
  • Secondary Wi-Fi Modem
  • 21 Leave Credits Annually - Leave benefits begin on Day 1.
  • 100% conversion of UNUSED leave credits
  • HMO on Day 1
  • 13th Month Pay
  • Monthly Gift Voucher
  • Milestone Tokens (Birthday/Anniversary/Christmas).
  • A Life Beyond the Screen #WorkLifeBalance.
  • Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.

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