Senior IT Solutions Engineer

Shape the Future of IT Infrastructure-One Solution at a Time

Power up your career with a role that connects you to the global tech landscape-right from home. Here, you won't just troubleshoot-you'll transform. Join a team that drives innovation across cloud, security, and infrastructure, and take your IT expertise to the next level with enterprise-grade projects that shape modern business technology.

What You'll Do

Be part of our client's team as a Senior IT Solutions Engineer (Level 3), where you'll serve as the top-tier escalation point across infrastructure, networking, cloud, and security environments. You'll resolve complex issues, lead process improvements, and guide junior engineers-all while ensuring operational excellence and superior client satisfaction.

Role Snapshot

Employment Type: Full-time

Shift: Day shift (8:30 AM-5:00 PM NZT), weekends off

Work Setup: Permanent work from home

Why You'll Love Working Here

• Day 1 HMO coverage with free dependent
• Competitive salary package
• Permanent work-from-home arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule with fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

What It Takes to Excel

Must-Have Qualifications

• Minimum of 5 years' experience in IT support or systems administration, preferably within a Managed Service Provider environment
• Proven technical troubleshooting skills to identify, analyze, and resolve issues across hardware, software, network, and cloud environments using structured diagnostic methods
• Advanced knowledge of:
• Windows Server, Microsoft 365, and Azure
• Networking (firewalls, VPNs, VLANs, routing, and switching)
• RMM and PSA platforms for monitoring, ticketing, and performance tracking
• Endpoint management, patching, and backup systems
• Demonstrated experience in project work, technical implementation, or system improvement
• Strong understanding of cybersecurity, including endpoint protection, MFA, patch management, and security best practices
• Ability to identify root causes, connect related issues, and implement long-term solutions
• Familiarity with change management procedures, including planning, validation, and rollback to maintain service stability
• Proven experience in backup and recovery management, ensuring data protection measures are tested, documented, and reliable for both client and internal systems
• Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
• Strong reliability, consistency, and accountability, ensuring all work meets high standards and is followed through to resolution
• Highly organized and methodical, capable of managing multiple priorities while maintaining accuracy and documentation
• Demonstrated patience and composure under pressure, maintaining professionalism in demanding or complex situations
• Reliable, proactive, and adaptable, with a commitment to continuous improvement and professional development
• Supportive and collaborative, providing mentoring and guidance to Level 1 and Level 2 technicians while reinforcing best practices
• Able to balance technical work with mentoring, documentation, and operational awareness

Nice-to-Have Qualifications

• Industry certifications or internationally recognized qualifications (Microsoft, CompTIA, Cisco, or equivalent)
• Experience with virtualization technologies such as VMware or Hyper-V, or cloud infrastructure deployment
• Advanced networking capability, including VPNs, VLANs, routing, and firewall management
• Experience with automation or scripting (PowerShell preferred) to enhance workflow efficiency and consistency
• Familiarity with advanced security platforms such as MDR, EDR, or ITDR, and participation in security response or improvement initiatives
• Experience managing or coordinating vendors and external providers to resolve complex technical issues
• Proven background in a Managed Service Provider or multi-client environment, supporting diverse systems with SLA accountability
• Experience in project coordination, system design, or implementation
• Experience improving internal systems, processes, or documentation to enhance service quality
• Experience in data analysis or reporting, using service metrics to identify trends and drive performance improvements

Your Day-to-Day Impact

Technical Support and Issue Resolution

• Act as the senior technical escalation point across all environments and take ownership of critical or unresolved issues until completion
• Manage and resolve complex or escalated support tickets across infrastructure, networking, cloud, and security environments
• Maintain visibility across client systems to identify recurring or related issues and determine root causes
• Provide escalation support to Level 1 and Level 2 technicians and take ownership of advanced service tickets and issues
• Lead ticket resolution, documentation, and process improvement to ensure consistency and quality
• Ensure adherence to company policies, processes, and service standards in all technical activities
• Utilize PSA, RMM, and monitoring tools effectively to manage, document, and resolve tasks within SLAs
• Implement workflow or automation improvements to enhance efficiency, reliability, and service consistency
• Collaborate with vendors and external partners for timely resolution of complex technical issues
• Work with management to evaluate, implement, and refine tools or solutions that improve service quality and performance
• Maintain compliance with licensing, security, and company policies, including oversight of access permissions and configuration changes
• Assist in onboarding and offboarding processes to ensure accuracy and consistency
• Escalate issues to vendors or internal leadership as required, maintaining thorough documentation
• Provide oversight of workflows and service quality from junior technicians
• Communicate clearly and professionally with clients throughout the support process to ensure transparency and positive service outcomes
• System Monitoring and Maintenance
• Oversee the performance, stability, and security of internal and customer systems to ensure consistent and reliable operation
• Maintain oversight of monitoring alerts, performance data, and security reports to identify risks, trends, and recurring issues
• Analyze and resolve root causes of alerts or failures using structured diagnostics and preventive measures
• Manage and improve patching, backup, and maintenance processes for consistency and effectiveness
• Validate system updates and deployments to minimize disruption and maintain compliance with security standards
• Oversee MDR, EDR, and ITDR operations to ensure controls, updates, and access policies are correctly applied
• Review and improve customer and internal security scores by identifying vulnerabilities and applying corrective measures
• Review client and system patterns to anticipate failures and lead preventive action plans
• Maintain communication with other technicians to ensure monitoring issues are triaged and resolved efficiently
• Provide technical feedback and recommendations to improve system reliability and performance

Operational Awareness

• Maintain a broad understanding of client environments and current technical activity across the business
• Recognize patterns and dependencies between issues and use insights to improve problem resolution
• Analyze service data to identify risks, recurring trends, and opportunities for improvement
• Report recurring or emerging issues to operations and recommend permanent resolutions or design improvements
• Maintain clear communication with operations to align technical activity with business priorities
• Participate in reviews and discussions to enhance operational consistency and quality

Project Management

• Lead or contribute to technical components of projects, migrations, and system implementations
• Plan and coordinate project activities to ensure quality, timelines, and outcomes meet expectations
• Identify improvement opportunities within systems, processes, and documentation
• Ensure project work aligns with operational priorities and business objectives
• Identify and mitigate risks during project planning and execution, escalating when stability or security may be impacted
• Collaborate with internal teams, clients, and management to ensure clarity and transparency
• Document project milestones, results, and recommendations for improvement

Mentoring and Support

• Provide technical leadership and mentoring to Level 1 and Level 2 technicians
• Guide team members through complex issues to build independence and capability
• Lead by example in documentation discipline and adherence to company procedures
• Reinforce compliance with technical standards, documentation requirements, and policies
• Promote proper use of company tools and processes for documentation and communication
• Conduct or contribute to team training sessions, refreshers, and skill-building programs
• Oversee small technical initiatives or project tasks assigned to junior technicians
• Encourage collaboration and a solution-focused team culture
• Maintain and enhance internal knowledge resources and documentation systems

Documentation and Knowledge Management

• Maintain accurate and consistent documentation and knowledge resources
• Keep comprehensive records of technical work, tickets, communications, and project tasks
• Identify and document recurring issues to contribute to long-term solutions
• Preserve the integrity of the company's knowledge base as the authoritative technical reference for the team
• Ensure clear handovers by recording diagnostics and risk mitigations
• Contribute to the Technician's Handbook with updates reflecting improved practices
• Use PSA and monitoring tools to manage workflows and maintain accurate records

Customer Service and Communication

• Deliver exceptional customer service through professionalism, clarity, and responsiveness
• Communicate confidently and clearly with both technical and non-technical audiences
• Maintain transparent and timely updates throughout the support process
• Serve as a technical liaison between customers and the business to ensure alignment with goals and expectations
• Represent the company professionally across all communication channels and interactions

Teamwork and Collaboration

• Work collaboratively with the technical team and management to deliver consistent, high-quality outcomes
• Promote a positive, solution-focused team environment built on cooperation, reliability, and shared accountability
• Maintain open communication and accurate documentation across the team
• Identify and recommend workflow or tool improvements to enhance efficiency
• Support broader operational and technical initiatives as needed
• Lead by example in professionalism, process adherence, and quality of work to set the standard for the team

About the Client

Our client is a New Zealand-based Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) headquartered in Napier's Onekawa industrial hub. As a trusted Microsoft Small and Midmarket Cloud Solutions Partner, they deliver enterprise-grade IT support, cloud solutions, and cybersecurity protection to businesses of all sizes. Known for their no-nonsense approach, our client blends local expertise with global standards, ensuring every client enjoys reliable, secure, and future-ready technology solutions.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra