This is a remote position. SUMMARY The Level 3 Support Engineer is a critical role within the company, serving as the last line of support for technical issues escalated by end-users and internal teams. This fast-paced position requires advanced troubleshooting skills, technical expertise, and a proactive approach to ensure seamless operations for our clients. JOB RESPONSIBILITIES Incident Management: Diagnose and remediate alerts from monitoring platforms. Troubleshoot and resolve hardware, software, and network issues. Respond to and resolve emergency outages per client-specific escalation plans. System and Security Maintenance: Implement security patches and updates provided by the company security team. Conduct system updates, such as Server OS and firmware upgrades. Review and remediate security vulnerabilities. Deployment and Configuration: Support remote deployment tasks, including application installations and system configurations. Assist with after-hours changes, ensuring minimal client disruption. Virtualization and Networking: Troubleshoot and maintain VMware environments. Configure and manage VPNs, DNS, DHCP, firewalls, and routing rules. Documentation and Communication: Document issue resolutions and processes in the company ticketing system. Develop technical documentation for client-specific systems and tools. Effectively communicate complex technical concepts to non-technical audiences. Continuous Improvement: Recommend process improvements to enhance support efficiency. QUALIFICATIONS Technical Expertise: Strong knowledge of Microsoft Server, Active Directory, and related services. Experience with VMware hypervisors. Proficiency in Microsoft 365 and Entra. Familiarity with security vulnerability assessments and remediation. Soft Skills: Exceptional problem-solving and time-management abilities. Strong written and verbal communication skills. Ability to maintain professionalism under pressure. Operates effectively in a team setting with minimal supervision. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule. Benefits Full Philippine Statutory Benefits 13th month Pay De Minimis Allowance Night shift differential pay PTO Health insurance Life insurance - (maximum of PHP 3M coverage) Equipment