Senior Support Engineer

16 hours ago

Manila, National Capital Region, Philippines Agilitec IT Full time $7,000 - $8,000 per year

Salary: $2,500 - $2,800

Working Schedule: Monday through Friday, 9:00 AM 6:00 PM Central Time

Employer: MSP company operating in Austin, Texas

Benefits:

  • 13th Month Pay

  • HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)

  • Personal Time Off (After a 90-day probationary period)

  • Internet Allowance

Overview:

We are seeking a Senior Support Engineer. This role is responsible for handling escalated help desk tickets and project work for our managed service provider (MSP). The ideal candidate is a strong troubleshooter who can independently resolve advanced issues across servers, networking, cloud platforms, and applications, while also mentoring Level 1 and Level 2 staff.

Responsibilities:

  • Handle escalated tickets that go beyond Level 1/2 scope.
  • Troubleshoot and resolve complex issues across servers, networking, firewalls, cloud platforms, and end-user systems.
  • Participate in client projects such as server builds, firewall deployments, cloud migrations, and virtual desktop deployments.
  • Administer and maintain virtualization platforms (Hyper-V preferred).
  • Configure, manage, and troubleshoot firewalls (WatchGuard strongly preferred).
  • Support and manage core services including Active Directory, DNS, DHCP, GPO, and print services.
  • Manage and support Microsoft 365 services (Exchange Online, SharePoint, Teams, Intune).
  • Configure and troubleshoot Azure Virtual Desktop (AVD) environments.
  • Provide support and administration for Google Workspace environments.
  • Mentor junior staff, guiding them through troubleshooting processes to build their skills.
  • Document solutions and contribute to internal knowledge base articles.
  • Collaborate closely with the US-based team, aligning work to client priorities.

Qualifications:

  • Strong troubleshooting skills with proven ability to resolve advanced technical issues.
  • MSP or multi-client IT experience strongly preferred.
  • Proficiency with Microsoft server technologies and Hyper-V.
  • Experience with Microsoft 365 administration (Exchange, Teams, SharePoint, Intune).
  • Knowledge of Azure AVD configuration and support.
  • Familiarity with Google Workspace administration.
  • Experience with firewall configuration and troubleshooting (WatchGuard preferred).
  • Strong knowledge of Active Directory, DNS, DHCP, GPO, and related services.
  • Effective written and spoken English communication skills.
  • Experience mentoring or training junior staff preferred.
  • Relevant certifications (MCSA, Microsoft 365 Certified: Modern Desktop Administrator Associate, Network+, Security+, firewall certifications) are a plus.

Key Attributes:

  • Independent problem solver who owns issues until resolved.
  • Natural mentor, able to explain troubleshooting approaches to junior staff.
  • Comfortable balancing help desk tickets with project assignments.
  • Thrives in a dynamic MSP environment with varied client systems.

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