Tier 3 Systems Engineer

As a Tier 3 Systems Engineer, you will join our client's team of IT experts specializing in enhancing efficiency through superior IT and Managed Services solutions.

Overview

The Tier 3 Systems Engineer is the final technical escalation point within the service organization. This role owns complex incidents, major outages, deep problem analysis (RCA), systems architecture decisions, and high-risk change execution across client environments. The engineer leads stabilization, remediation, and hardening efforts across Microsoft 365/Entra ID, Intune, Azure/Windows Server, networking/firewalls, backup/DR, and security tooling while mentoring Tier 1-2 and producing durable documentation and automation to reduce ticket recurrence.

Core Responsibilities:

Incident & Problem Management

• Act as incident commander for Sev1/Sev2; coordinate comms, isolation, remediation, and RCA.
• Handle Tier 2/3 escalations: complex identity/auth issues, mail flow,
• SharePoint/OneDrive sync, Teams call quality issues, conditional access, hybrid
• AD/Entra sync, GPO/Intune conflicts, file server/NTFS problems, line-of-business app dependencies.
• Develop and deliver Root Cause Analysis (RCA) with corrective & preventive actions.
• Engage and manage vendor TAC (e.g., Microsoft, firewall/EDR vendors) to resolution.

Projects, Changes & Architecture

• Plan and execute complex changes: migrations (on-prem M365/Azure), firewall cutovers, site-to-site VPNs, identity redesign (Entra Conditional Access/SSPR/MFA), AVD deployments, hybrid identity, server upgrades (AD DS, DNS/DHCP, file/print), and storage changes.
• Create high-level and low-level designs, rollback plans, and test/validation procedures.
• Participate in CAB; ensure all high-risk changes have impact analysis and backout plans.

Security & Compliance

• Implement and tune EDR/XDR, Defender for Business/Endpoint, email security (e.g.,
• Proofpoint/Mimecast), hardening baselines (CIS/Microsoft), and vulnerability remediation workflows.
• Drive least privilege (PIM/PAM), Conditional Access, and Zero Trust principles.
• Ensure logging/retention and evidence for audits (SOC 2-aligned practices; HIPAA/PCI as applicable).

Automation, Tooling & Documentation

• Create PowerShell automations for onboarding, remediation, and drift correction.
• Maintain runbooks, SOPs, and decision trees in the knowledge base (e.g., IT Glue).
• Coach Tier 12; convert escalations into documented playbooks to reduce recurrence.

Customer Communication & Vendor Management

• Provide clear, non-jargon updates to stakeholders during incidents and projects.
• Coordinate with client app vendors (e.g., print management or LOB apps) to expedite fixes.
• Produce post-incident reports and present findings to technical and nontechnical Audiences.

Qualifications:

Must Have

• 5 - 8+ years supporting SMB/SME environments in an MSP (multitenant) context.
• Expert-level in M365/Entra/Intune and Windows Server/AD.
• Strong networking fundamentals (layer 2/3, VPN, firewall policies), plus security tooling exposure (EDR/XDR, email security).
• Proven incident management and RCA delivery.
• PowerShell fluency (read/write/debug in production scenarios).
• Clear written and verbal communication; ability to lead during outages.

Nice to Have

• Azure IaaS (VNets, NSGs, Azure Files, AVD), Linux familiarity for appliances.
• Print management experience in enterprise copier environments.
• SAML/OAuth/OIDC understanding for SSO app onboarding.
• Experience with IT Glue/Hudu, Autotask, and your RMM of choice.

Certifications (Preferred or Equivalent Experience)

• Microsoft: SC300/SC400, AZ104, MD102, MS102 (or legacy equivalents).
• Security: Security+, MS500, or vendor EDR accreditations.
• Network/Firewall: Fortinet NSE, Palo Alto ACE/PCNSA, or Network+.

About SVC:

Select VoiceCom
is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say,
"I work at Select VoiceCom, and think it's a great place to work"
The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at
Select VoiceCom
today and join the growing
SVC
family. You won't regret it

Check bout our Facebook page:

Enjoy the following benefits:

• Medical/Dental coverage (HMO)
  after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.

How to apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from
Monday to Friday anytime between 9AM-9PM
.

What to prepare:

• Updated
  e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID

or

Quick apply online
If shortlisted, our recruitment team will reach out to you within
1-7 working days
. Due to the volume of applications we receive every day,
only shortlisted candidates will receive a phone call for an interview
anytime between
8AM-11PM (Monday-Friday)
.