Senior L3 Systems Engineer

57 minutes ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱4,500,000 - ₱6,500,000 per year

SUMMARY

This position is responsible for providing IT support to end users and their IT environments, including desktops, servers, network equipment, and applications.

The Tier III IT Support Technician should have a broad range and high level of technical experience. They will field the most complex break/fix incidents and end-user issues in conjunction with system-wide configurations that require a significant level of knowledge of servers, virtualization, and networking. This role is expected to successfully resolve the majority of support requests raised to them, managing their efforts around SLA requirements.

In addition to incidents, a Tier III IT Support Technician also performs maintenance, updates, and system upgrades for a multitude of customer environments. This role is a resource to the Tier II team, providing education and assistance as appropriate.

JOB RESPONSIBILITIES

  • Provide IT support to customers with professionalism and a "whatever-it-takes" attitude.
  • Monitor queues for escalated tickets and respond within service level agreements.
  • Perform proactive and reactive network administration based on alerts or customer requests.
  • Document all activities accurately for billing and reference.
  • Offer feedback, identify opportunities, and deliver educational sessions to Tier II team members.
  • Collaborate effectively with peers and management.
  • Work with Technical Account Managers (TAMs) and Virtual CIOs (vCIOs) to identify business development and sales opportunities.
  • Represent the company in a professional manner.

Customer Focus:

  • Confirm receipt of customer issues promptly and assure them their concerns are being addressed.
  • Build confidence by ensuring issues are resolved thoroughly and without excuses.
  • Maintain detailed, well-crafted notes on tickets to support accurate handling throughout the lifecycle.
  • Ensure complete resolution of customer issues and proactively address additional needs.

Desired Outcomes:

  • Handle complex customer situations with professionalism and confidence.
  • Confirm receipt of all escalated cases directly with customers.
  • Update cases with detailed notes and provide timely status updates via calls or emails.
  • Track case details accurately to enable reliable reporting.

QUALIFICATIONS

  • Proven expert level proficiency working with all Microsoft Operating Systems including latest server OS's.
  • Proven expert level proficiency working with IP networking including firewalls, switches, and wireless technologies.
  • Proven expert level proficiency working with VMWare
  • Proven expert level proficiency working with Remote Monitoring and Management
  • Proven proficiency working with MS Office 365, Google Apps, Gmail, and anti-virus programs
  • Proven proficiency working with Backup solutions
  • Experience providing a high-level of customer service in a technical support environment
  • Excellent verbal and written communication skills
  • Demonstrated ability to multitask and deliver IT support independently as well as with a team
  • Detail oriented
  • Experience with technical writing and documentation
  • Do what-ever-it-takes attitude

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