IT Support Engineer 3

Summary

Join ConnectOS, a top-rated Philippines employer, and enjoy a competitive salary (P70,000-P85,000 monthly) working a 3:30 PM to 12:30 AM PHT schedule. As a key member of the team, you will provide advanced technical support, troubleshooting complex issues across various platforms. You will collaborate with vendors and mentor junior team members. This role offers excellent benefits including work-from-home options, comprehensive medical and life insurance, paid time off, and opportunities for career growth. ConnectOS is a Great Place to Work-certified company supporting small to medium enterprises in the UK. The company is committed to equal employment opportunities.

Requirements

• Advanced Technical Troubleshooting - Ability to diagnose and resolve complex issues across infrastructure, networking, endpoints, and cloud platforms
• Microsoft Ecosystem Expertise - Proficiency in Microsoft 365, Windows Server, Entra ID (Azure AD), and Microsoft Azure services
• Cyber Security Knowledge - Solid understanding of security practices, including Cyber Essentials compliance, endpoint protection, and patch management
• RMM & PSA Tool Experience - Hands-on experience with tools such as Syncro, ConnectWise PSA (preferred), ITBoost, and related documentation and monitoring platforms
• MSP Environment Experience - Proven background in supporting multiple clients within a Managed Service Provider (MSP), with strong multitasking and client-facing skills

Responsibilities

• Monitor and triage incoming support tickets to ensure proper prioritization and timely escalation when needed
• Resolve complex technical issues escalated from the 1st Line team, including infrastructure, networking, endpoint, and cloud-related problems
• Support, maintain, and troubleshoot IT systems such as backups, firewalls, remote access tools, and Microsoft 365 environments
• Collaborate with vendors and escalate to 3rd Line engineers or service providers when necessary to ensure issue resolution
• Document technical solutions, procedures, and internal processes using tools like ITBoost or similar platforms
• Mentor and support junior team members by sharing knowledge and providing informal guidance and training

Preferred Qualifications

• PSA/RMM Tool Familiarity (e.g., ConnectWise) - Experience using ConnectWise is a plus, though familiarity with similar Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) tools is also acceptable
• Telephony & VoIP Systems - Familiarity with 3CX phone systems and SIP trunk troubleshooting, including number routing and call flow analysis
• Linux Administration - Experience providing light support and patching for Ubuntu and CentOS systems

Benefits

• WFH
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities