Manila Recruitment is hiring a
Sr. Technical Support Engineer (L3), Remote - Philippines

Summary

The job is for a Senior Technical Support L3 at a DaaS company specializing in Health Care, Financial, and other vertical markets. The role involves resolving technical issues, assisting with infrastructure concerns, and working closely with technical leadership and customer success managers.

Requirements

• Intermediate level knowledge of Virtualization, Virtual Desktop Infrastructure, and related tools
• Bachelor of Computer Science, Information Technology graduates or comparable experience
• At least 5 years of experience in L3 Desktop Support
• Proficient with Monitoring panel views, configuration, and agents
• Proficient with trouble ticketing system workflow and ticket management, such as ZenDesk
• Intermediate level knowledge of Windows Servers, Active Directory, SMB file servers
• Intermediate level knowledge of Networking (physical & SDN), virtualization, IaaS Cloud
• Experience with Cloud Providers such as AWS, Azure, GCP, or IBM
• Nutanix AHV Experience
• VMware ESXi Experience
• VMware Horizon Experience
• Citrix Experience
• One or more of the following industry recognized certifications
• Comptia A+
• Comptia Network +
• Comptia Server + (or) Cloud +
• VMware VCP or higher
• Microsoft MTA in Windows or higher
• Comptia Linux+ or Red Hat RHCSA
• Mid-career level with intermediate to advanced applied knowledge of
• Infrastructure [servers, firewalls, routers, load balancers]
• Storage systems [SAN, NAS, vSAN]
• Operating system [windows desktop & server]
• Services [DNS, AD/LDAP, backup, RMM, patching, Antivirus]
• VMware [vCenter, ESXi, Horizon, NSX]
• SSL Certificates

Responsibilities

• Watch ticket queue for new and escalated issues, works technical problem toward resolution. Frequently provides relevant customer updates
• Respond quickly to new issues and prioritizes urgent issues
• Assist with infrastructure related concerns such as host alerts, workload balancing, networking, storage, etc. To quickly restore customer services
• Log into phone queue to accept roll overs from lower support tiers and communicates with customers as required
• Accept escalations from L1 and L2 engineers with the goal to resolve tickets with technical accuracy
• Complete assigned maintenance tasks such as Windows Updates, applying software patches, and publishing changes to production and test desktop pools
• Help performance tune server and desktop workloads to meet customer application demand
• Work closely with technical leadership and customer success managers to provide recommendations, write clear methods of procedures, submit change requests, and plan scheduled work
• Review and update customer runbooks as appropriate to ensure completeness and information accuracy

Benefits

Excellent English communication skills to successfully collaborate with foreign counterparts