Technical Support Engineer III

Role: Technical Support Engineer III

Location: Cebu IT Park, Cebu City

Job Type: Full Time

Key Accountabilities

• Lead the resolution of complex, critical, cross-domain, and business-impacting incidents.
• Coordinate assigned technical investigation and restoration activities.
• Perform advanced troubleshooting across systems, networks, cloud, identity, virtualisation, backup, monitoring, and infrastructure security.
• Lead evidence-based operational root-cause analysis.
• Define corrective and preventive recommendations.
• Review complex configurations and proposed changes.
• Support major incident bridges and advanced vendor escalations.
• Identify resilience, monitoring, supportability, and performance gaps.
• Define or improve troubleshooting standards and escalation criteria.
• Review technical quality across Tier 1 and Tier 2 escalations.
• Mentor Tier 1 and Tier 2 Technical Support Engineers.
• Ensure team members develop and apply self-directed research skills for undocumented issues, and capture resulting findings into knowledge base and training material.
• Participate in the Tier 3 escalation roster, including weekends and public holidays when required. Provide advanced technical support for incidents escalated by the TSE Standby Engineer and respond within 30 minutes of the initial escalation call.

Infrastructure Projects and Deployment Support

• Participate in technical design reviews and solution-validation discussions.
• Translate approved engineering designs into detailed implementation activities.
• Lead approved systems and network deployments, migrations, and upgrades.
• Lead defined technical workstreams while remaining aligned with the designated technical owner.
• Review configurations prepared by Tier 1 and Tier 2 Technical Support Engineers.
• Lead technical troubleshooting during cutover and early-life support.
• Identify design concerns and escalate them to the Singapore engineering team.
• Support proof-of-concept and product-validation activities.
• Review operational readiness before project handover.
• Conduct advanced knowledge-transfer and mentoring sessions.

Required Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related discipline.
• Experience: At least 5 years in technical support or infrastructure engineering, including senior escalation work.
• Certification: Valid CCNA or equivalent.
• Systems and Identity: Advanced troubleshooting of Windows Server, Active Directory, Entra ID, and Microsoft 365.
• Networking and Security: Strong knowledge of routing, switching, firewalls, and VPN, with the ability to diagnose complex cross-domain issues.
• Infrastructure: Hands-on experience with virtualisation, backup, monitoring, and cloud platforms.
• Root-Cause Analysis: Proven ability to lead evidence-based investigations and define corrective and preventive actions.
• Project Delivery: Experience leading deployments, migrations, upgrades, and cutovers.
• Mentoring: Experience reviewing the work of junior engineers and developing their skills.
• Communication: Clear written and verbal communication with customers, vendors, and engineering teams.
• Availability: Comfortable joining a Tier 3 escalation roster, including weekends and public holidays when required.

Desired Skills

• CCNP, Microsoft, VMware, or Fortinet certification.
• Experience with major incident bridges and vendor escalations.
• Experience with ITSM or ticketing platforms.
• Experience with proof-of-concept and product-validation work.