Senior Service Desk Technician (L3) – Systems & Cloud

Location: Remote
Employment Type: Full-Time

About the Role

We’re seeking a Senior Service Desk Technician (L3) who thrives on solving complex technical challenges and owning escalations end-to-end across diverse client environments.

This role serves as a senior technical escalation point while also contributing to infrastructure and cloud projects, including system upgrades, network deployments, and cloud migrations. It is ideal for an experienced IT professional who wants hands-on responsibility, technical ownership, and exposure to modern cloud and networking technologies.

Occasional after-hours or weekend work may be required for urgent issues or project cutovers; however, we emphasize proactive planning and work-life balance.

Salary & Benefits

• Monthly Salary: ₱80,000–₱110,000 (inclusive of ₱5,000 health allowance)
• Company-provided laptop
• Fully remote work setup
• Paid Time Off
• Annual performance bonus (at risk)
• $500 annual travel allowance (upon regularization)

Key Responsibilities

Advanced Technical Support & Escalations

• Act as the L3 escalation point for complex technical issues across client environments
• Provide advanced troubleshooting and resolution for Microsoft, Google Workspace, cloud, networking, and system platforms

Systems, Cloud & Infrastructure

• Design, configure, and support:
  • Microsoft 365, Intune, Azure Active Directory
  • Google Workspace environments
  • Windows desktop and server operating systems
  • macOS and Apple devices in corporate environments
• Administer and troubleshoot:
  • Firewalls and routers (Meraki, SonicWall)
  • Hyper-V hypervisors and virtual machines
  • VLANs, DNS, DHCP, VPNs, and wireless networks
• Manage file services, print services, backups, antivirus solutions, and remote access tools
• Administer email platforms including Microsoft Exchange and Gmail-based systems

Project & Documentation Ownership

• Independently manage small to mid-sized projects
• Support senior engineers on larger infrastructure deployments
• Maintain accurate technical documentation and time records

Qualifications & Experience

Required Experience

• 6+ years of professional IT experience (preferably 8+), including senior-level support responsibilities
• Strong hands-on experience with:
  • Google Workspace administration
  • Apple/macOS systems in a business environment
• Proven expertise in:
  • Mobile Device Management (MDM)
  • Microsoft 365 tenancy design and administration
  • Azure Active Directory setup and configuration
  • Windows desktop and server OS
  • Hyper-V virtualization and VM management
  • Networking fundamentals (VLANs, routing, firewalling, VPNs)
  • Backup and recovery systems and corporate antivirus solutions
• Experience with server recovery and OS-level troubleshooting

Certifications (Preferred, Not Required)

• MCITP, MCP
• CCNA, CCDA, CCNP
• Network+, Project+
• Apple-related certifications

Professional Skills

• Exceptional spoken and written English for frequent communication via tickets, email, phone, and video calls
• Strong time management, professionalism, and dependability
• Consistent positive feedback and a customer-focused mindset