Support & Systems Engineer (Level 2 / Level 3)

Category: Technology

Location: Taguig National Capital Region (Manila) Philippines

About Us

We are a Managed Services Provider (MSP), VoIP Provider, and Fiber ISP deliveringcutting-edgetechnology solutions to businesses. Our services include managed IT support, network infrastructure, VoIP systems, cloud platforms, and fiber internet solutions.

We are expanding our team and looking for a Support & Systems Engineer who can own Level 2 and Level 3 support tickets, lead system and tenant migrations, manage SLAs and KPIs, improve documentation, and help oversee support operations.

This is a hands-on, leadership-oriented role requiring deep troubleshooting skills across Windows, Linux, networking, VoIP, security, automation, cloud platforms, and identity systems. This role also includes responsibility for planning and executing infrastructure and cloud migration projects. Participation in an on-call rotation for nights and weekends isrequiredas needed.

Key Responsibilities

-Technical Support & Troubleshooting

Provide advanced troubleshooting for Windows, Linux, and macOS systems

Manage Active Directory environments including GPOs, OUs, and hybrid AD setups

Troubleshoot complex networking issues involving firewalls, VLANs, VPNs, BGP, DHCP, DNS, and routing

Configure and maintainMikroTik, Juniper, and other enterprise network devices

Diagnose and resolve VoIP issues including SIP, PBX systems, Asterisk,FreePBX, 3CX, Kazoo, and QoS

Perform packet capture and traffic analysis using Wireshark,tcpdump, andMikroTikTorch

Support Azure AD (Entra ID), Intune, and identity management platforms including Okta and Zero Trust frameworks

Maintain and troubleshoot virtualized and hyper-converged environments (Hyper-V,VMware,StarWind,TrueNASScale,Proxmox)

Manage backup and disaster recovery solutions including Veeam

Implement security hardening, endpoint protection, MFA, and compliance best practices

Automate repetitive tasks using PowerShell, Python, or Bash

Migrations, Projects & Systems Engineering

Plan and execute cloud and identity migrations, including:

Google Workspace to Microsoft 365 (Entra ID, Exchange Online, OneDrive, SharePoint)

Active Directory to Entra ID (Azure AD) and hybrid identity environments

Define project scope, technical requirements, timelines, risks, and success criteria

Build detailed project plans including milestones, dependencies, rollback strategies, and validation steps

Execute migrations with minimal downtime and clear communication to stakeholders

Coordinate with customers before, during, and after migrations to set expectations and provide updates

Perform post-migration validation, documentation, and optimization

Documentation, SOPs & Process Improvement

Maintain and improve documentation withinITGlue, Hudu, Confluence, and internal Wiki systems

Create and update Standard Operating Procedures (SOPs), knowledge base articles, and internal training materials

Meet a weekly documentation quota to ensure systems, processes, and resolutions are consistently documented

Identifyinefficiencies and implement process improvements and automation

SLA, KPIs & Reporting

Ensure SLA compliance for ticket response and resolution times

Track KPIs related to support performance, migrations, and service delivery

DetailsOriginally posted on Himalayas