Tier 3 Support Specialist

Work setup: Hybrid (3 days onsite, 2 days remote), or flexible for fully onsite/WFH with occasional office visits. 

Work Schedule: Predominantly Night shift, but must be flexible to shifting schedules (24x7)

Office Location: Nueva Ecija

Start Date: February 3rd week or March 2nd

The Tier 3 Support Specialist provides the highest level of technical support to end-users by handling escalated service requests from lower-tier support. This role requires advanced expertise in Linux systems, with familiarity in Windows environments, and network troubleshooting. The ideal candidate proactively identifies and resolves complex technical issues to ensure smooth IT operations. Support may be provided remotely, over the phone, or via email.

Qualifications & Other Requirements:

• Bachelors degree in IT or related discipline (non-degree holders with significant experience will also be considered).
• Minimum 5 years of experience in Linux system administration and IT support.
• Effective problem-solving and customer service skills.
• Resourceful and proactive in a fast-paced, dynamic environment.
• Preferably with MSP experience
• Preferably available to start immediately
• Must have their own equipment, reliable internet, and a backup setup.

Technical Skills & Expertise:

• Installation, configuration, and troubleshooting of Linux and Windorws Servers.
• Implementation of systems-level security technologies (e.g., SELinux), server hardening, and adherence to security best practices.
• Experience deploying and maintaining virtualized environments using VMWare, Hyper-V, KVM, and cloud like Azure.
• Experience with scripting languages and knowledgeable in Ansible.
• Advanced knowledge of Microsoft 365 Services, SQL, Local Exchange, SharePoint, and other server applications.

Primary Responsibilities:

• Serve as the primary escalation point for complex technical issues, with a focus on Linux systems, while supporting Windows environments as needed.
• Develop solutions for complex network and server problems.
• Analyze existing systems and provide proactive recommendations for improvements.
• Develop, maintain, and implement all systems, applications, and networking configurations.
• Monitor, investigate, and resolve incidents and service requests, ensuring timely resolution.
• Recommend system upgrades, patches, new applications, and equipment.
• Strictly adhere to defined processes and standard operating procedures (SOPs).
• Participate in on-call technical support rotation as required.
• Document incidents, solutions, and SOPs to support knowledge sharing.
• Collaborate with internal teams to support IT projects, migrations, and upgrades.