job description
Are you a seasoned IT professional looking to elevate your career within a fast-paced Managed Service Provider (MSP) environment? PeoplePartners BPO Inc. is seeking a highly skilled L2/L3 IT Support Engineer to join our dynamic technical team in Eastwood, Metro Manila.
In this role, you will be the backbone of our technical operations, providing advanced troubleshooting and architectural support for our diverse range of enterprise clients. You will work on complex infrastructure issues, collaborate with senior engineers, and play a pivotal role in ensuring the stability, security, and performance of our clients' IT ecosystems.
We foster a culture of continuous learning and professional growth. If you are passionate about cloud technologies, network security, and delivering exceptional service, we want to hear from you. Join us and make a tangible impact on the businesses we support.
Responsibility
- Provide advanced L2/L3 technical support for hardware, software, and networking issues across various client environments.
- Lead the resolution of complex escalated tickets, ensuring adherence to strict Service Level Agreements (SLAs).
- Manage, monitor, and maintain server infrastructure, including Windows/Linux environments and virtualization platforms (VMware/Hyper-V).
- Oversee cloud infrastructure management (AWS/Azure/O365) including deployment, migration, and troubleshooting.
- Implement and maintain network security protocols, including firewalls, VPNs, and endpoint protection solutions.
- Perform root cause analysis (RCA) on recurring technical issues and document findings to prevent future occurrences.
- Provide mentorship and technical guidance to L1 support staff to improve overall team capability.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 3-5 years of experience in an MSP environment or a senior internal IT support role.
- In-depth knowledge of Active Directory, Group Policy, DNS, DHCP, and Office 365 administration.
- Solid experience with server hardware, RAID configurations, and backup/disaster recovery solutions.
- Strong understanding of networking principles (VLANs, Subnetting, Routing, and Firewalls).
- Relevant certifications such as CCNA, MCSA/MCSE, Azure Administrator, or CompTIA Server+/Security+ are highly preferred.
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.