Technical Support Level 3

We are looking for an experienced Technical Support Engineer – Level 3 (L3) to provide advanced technical support and troubleshooting for complex IT infrastructure, systems, applications, and network-related issues.

The L3 Support Engineer will serve as a senior escalation point for Level 1 and Level 2 support teams, conducting in-depth technical investigations, root-cause analysis, and resolution of critical incidents. The role will work closely with Infrastructure, Network, Systems, Cloud, Database, Security, and Application teams to ensure the stability and availability of enterprise IT services.

Key Responsibilities

• Provide Level 3 technical support for complex and escalated incidents.
• Diagnose and resolve advanced hardware, software, operating system, network, server, and application issues.
• Serve as the technical escalation point for L1 and L2 support teams.
• Perform detailed troubleshooting, log analysis, system diagnostics, and root-cause analysis.
• Investigate recurring and critical incidents and recommend permanent corrective actions.
• Coordinate with Network, System Administration, Cloud, Database, Cybersecurity, and Application teams for complex issues.
• Support critical and major incident resolution and provide technical guidance during incident response.
• Monitor system and infrastructure performance and identify potential issues before they impact users or services.
• Perform system configuration, maintenance, upgrades, patches, and technical changes as required.
• Assist with infrastructure and application deployments, migrations, upgrades, and technology projects.
• Develop and maintain technical documentation, troubleshooting guides, knowledge base articles, and support procedures.
• Ensure incidents and changes are properly documented in the ITSM/ticketing system.
• Provide technical recommendations to improve system reliability, performance, and availability.
• Participate in problem management and conduct post-incident reviews.
• Assist with capacity planning, system optimization, and preventive maintenance.
• Work with vendors and third-party technical support teams to resolve complex issues.
• Ensure compliance with established ITSM, security, and operational procedures.
• Provide technical mentoring and guidance to L1/L2 support personnel.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• Minimum of 5 years of relevant experience in technical support, systems administration, infrastructure support, network support, or a related IT role.
• At least 2–3 years of experience providing L2/L3 technical support is highly preferred.
• Strong experience troubleshooting complex enterprise IT environments.
• Strong knowledge of operating systems such as Windows Server and/or Linux.
• Knowledge of enterprise networking, including TCP/IP, DNS, DHCP, VPN, VLAN, routing, and switching.
• Experience with server, application, database, cloud, or infrastructure troubleshooting.
• Experience with system monitoring, log analysis, and diagnostic tools.
• Strong understanding of incident, problem, and change management.
• Experience using ITSM/ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy, or equivalent.
• Strong root-cause analysis and problem-solving skills.
• Excellent communication and technical documentation skills.
• Ability to work under pressure and resolve critical incidents within established SLAs.
• Ability to work independently and coordinate effectively with multiple technical teams.

Pay: Php40,000.00 - Php50,000.00 per month

Work Location: In person