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AI Summary
Summary
The Tier 3 (T3) Support Technician is responsible for providing advanced technical support and resolving complex IT issues escalated from Tier 1 and Tier 2 teams. This role requires deep expertise in systems, networking, and infrastructure, with a strong focus on troubleshooting, root cause analysis, and implementing long-term solutions.
The T3 Technician also plays a key role in mentoring junior team members and improving overall support processes.
Job Responsibilities
- Handle escalated technical issues from Tier 1 and Tier 2 support teams, ensuring timely resolution
- Perform advanced troubleshooting across servers, networks, cloud platforms, and end-user systems
- Conduct root cause analysis and implement permanent fixes to prevent recurring issues
- Manage and maintain IT infrastructure, including servers, virtualization platforms, and network devices
- Support and administer systems such as Active Directory, Microsoft 365, Azure, and other cloud environments
- Collaborate with internal teams and clients to resolve complex technical concerns
- Document solutions, processes, and troubleshooting steps in knowledge base systems
- Provide guidance, training, and mentorship to junior support staff
- Participate in system upgrades, migrations, and IT projects as needed
- Ensure adherence to SLAs, security policies, and best practices
Qualifications
- Minimum of 5+ years of experience in IT support, systems administration, or a similar role
- Strong expertise in Windows Server, Active Directory, and Microsoft 365 environments
- Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls)
- Experience with virtualization technologies (VMware, Hyper-V, or similar)
- Exposure to cloud platforms such as Microsoft Azure or AWS
- Proven ability to troubleshoot complex technical issues across multiple systems
- Strong communication and problem-solving skills
- Experience working in an MSP or service desk environment is highly preferred
Requirements
Job Requirements
- Ability to work in a fast-paced, client-facing environment with minimal supervision
- Strong analytical and critical thinking skills
- Excellent documentation and organizational skills
- Willingness to work flexible shifts or on-call schedules, if required
- Reliable internet connection and suitable remote work setup (if applicable)
- Relevant certifications (e.g., Microsoft, Cisco, VMware) are a plus but not required
Benefits
What We Offer:
✅ Competitive Salary
✅ 100% Remote Setup (Work anywhere in the Philippines)
✅ Full-Time Employment with long-term stability
✅ Company-Provided Laptop
✅ Complete Statutory Benefits
✅ HMO with Free Dependent
✅ Life Insurance Coverage
✅ Night Shift Schedule (Mon–Fri, 8 hours)
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