About the role
Category: Technology
Location: Taguig National Capital Region (Manila) Philippines
About Us
We are a Managed Services Provider (MSP), VoIP Provider, and Fiber ISP deliveringcutting-edgetechnology solutions to businesses. Our services include managed IT support, network infrastructure, VoIP systems, cloud platforms, and fiber internet solutions.
We are expanding our team and looking for a Support & Systems Engineer who can own Level 2 and Level 3 support tickets, lead system and tenant migrations, manage SLAs and KPIs, improve documentation, and help oversee support operations.
This is a hands-on, leadership-oriented role requiring deep troubleshooting skills across Windows, Linux, networking, VoIP, security, automation, cloud platforms, and identity systems. This role also includes responsibility for planning and executing infrastructure and cloud migration projects. Participation in an on-call rotation for nights and weekends isrequiredas needed.
Key Responsibilities
-Technical Support & Troubleshooting
Provide advanced troubleshooting for Windows, Linux, and macOS systems
Manage Active Directory environments including GPOs, OUs, and hybrid AD setups
Troubleshoot complex networking issues involving firewalls, VLANs, VPNs, BGP, DHCP, DNS, and routing
Configure and maintainMikroTik, Juniper, and other enterprise network devices
Diagnose and resolve VoIP issues including SIP, PBX systems, Asterisk,FreePBX, 3CX, Kazoo, and QoS
Perform packet capture and traffic analysis using Wireshark,tcpdump, andMikroTikTorch
Support Azure AD (Entra ID), Intune, and identity management platforms including Okta and Zero Trust frameworks
Maintain and troubleshoot virtualized and hyper-converged environments (Hyper-V,VMware,StarWind,TrueNASScale,Proxmox)
Manage backup and disaster recovery solutions including Veeam
Implement security hardening, endpoint protection, MFA, and compliance best practices
Automate repetitive tasks using PowerShell, Python, or Bash
Migrations, Projects & Systems Engineering
Plan and execute cloud and identity migrations, including:
Google Workspace to Microsoft 365 (Entra ID, Exchange Online, OneDrive, SharePoint)
Active Directory to Entra ID (Azure AD) and hybrid identity environments
Define project scope, technical requirements, timelines, risks, and success criteria
Build detailed project plans including milestones, dependencies, rollback strategies, and validation steps
Execute migrations with minimal downtime and clear communication to stakeholders
Coordinate with customers before, during, and after migrations to set expectations and provide updates
Perform post-migration validation, documentation, and optimization
Documentation, SOPs & Process Improvement
Maintain and improve documentation withinITGlue, Hudu, Confluence, and internal Wiki systems
Create and update Standard Operating Procedures (SOPs), knowledge base articles, and internal training materials
Meet a weekly documentation quota to ensure systems, processes, and resolutions are consistently documented
Identifyinefficiencies and implement process improvements and automation
SLA, KPIs & Reporting
Ensure SLA compliance for ticket response and resolution times
Track KPIs related to support performance, migrations, and service delivery
DetailsOriginally posted on Himalayas