L3 Service Desk Engineer | AU | Onsite

Job Description

• Act as the final escalation point for complex incidents and service requests.
  
• Troubleshoot and resolve issues across server, network, cloud, and security environments.
  
• Perform root cause analysis and implement permanent fixes to recurring problems.
  
• Lead critical incident response and recovery efforts. Infrastructure & Systems Support
  
• Support and maintain core infrastructure, including Windows Server, Active Directory, Azure, and Microsoft 365.
  
• Assist with network configuration, firewall management, and security monitoring.
  
• Participate in patch management, backup and disaster recovery planning, and system upgrades.
  

• Collaborate with the Project Delivery Team on infrastructure roll outs, migrations, and deployments.
  
• Provide technical input during project planning and execution.
  
• Ensure smooth transition of projects into operational support with proper documentation and training.
  

• Provide technical guidance and mentorship to Level 1 and Level 2 engineers.
  
• Contribute to the development and maintenance of the internal knowledge base.
  
• Promote best practices and continuous learning within the team.
  

• Leverage service management tools such as AutoTask for ticketing and reporting.
  
• Identify opportunities for automation and process improvement.
  
• Assist in integrating monitoring and management tools to enhance service delivery.
  

• Enforce security policies and assist in vulnerability management and remediation.
  
• Support compliance initiatives and contribute to audit readiness.
  
• Participate in the development and testing of incident response procedures.
  

• Resolution time for high-priority and complex tickets
  
• Quality of root cause analysis and documentation
  
• Contribution to project success and post-implementation support
  
• Mentorship effectiveness and team development
  
• Security incident response and compliance metrics
  

Requirements

• 4+ years of experience in IT support or infrastructure roles
  
• Strong expertise in Windows Server, Active Directory, Microsoft 365, Azure, and networking
  
• Experience with virtualization (e.g., Hyper-V, VMware), firewalls, and backup solutions
  
• Excellent troubleshooting, analytical, and documentation skills
  
• Strong communication and leadership abilities
  
• Relevant certifications such as Microsoft Certified: Azure Administrator, or ITIL Foundation are highly desirable
  
• Ability to work independently and lead technical initiatives
  

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more
  

Requirements
Setup and Location: Ortigas, Pasig City Work Schedule: 8:30 AM - 5:30 PM (AEDT) | 6:30 AM-3:30 PM (PH Time) Employment Type: Full-Time Setup and Location: On-site Ready to do work that actually excites you? The Level 3 Service Desk Engineer is a senior technical resource responsible for resolving the most complex IT issues, supporting infrastructure and cloud environments, and mentoring junior team members. This role plays a key part in ensuring high-quality service delivery, contributing to project implementation, and driving technical excellence across the Service Desk. What You’ll Do Advanced Technical Escalation & Resolution Act as the final escalation point for complex incidents and service requests. Troubleshoot and resolve issues across server, network, cloud, and security environments. Perform root cause analysis and implement permanent fixes to recurring problems. Lead critical incident response and recovery efforts. Infrastructure & Systems Support Support and maintain core infrastructure, including Windows Server, Active Directory, Azure, and Microsoft 365. Assist with network configuration, firewall management, and security monitoring. Participate in patch management, backup and disaster recovery planning, and system upgrades. Project & Implementation Support Collaborate with the Project Delivery Team on infrastructure roll outs, migrations, and deployments. Provide technical input during project planning and execution. Ensure smooth transition of projects into operational support with proper documentation and training. Mentoring & Knowledge Sharing Provide technical guidance and mentorship to Level 1 and Level 2 engineers. Contribute to the development and maintenance of the internal knowledge base. Promote best practices and continuous learning within the team. Tooling & Automation Leverage service management tools such as AutoTask for ticketing and reporting. Identify opportunities for automation and process improvement. Assist in integrating monitoring and management tools to enhance service delivery. Security & Compliance Enforce security policies and assist in vulnerability management and remediation. Support compliance initiatives and contribute to audit readiness. Participate in the development and testing of incident response procedures. Key Performance Indicators (KPIs) Resolution time for high-priority and complex tickets Quality of root cause analysis and documentation Contribution to project success and post-implementation support Mentorship effectiveness and team development Security incident response and compliance metrics Requirements What You Bring We’re looking for someone who: 4+ years of experience in IT support or infrastructure roles Strong expertise in Windows Server, Active Directory, Microsoft 365, Azure, and networking Experience with virtualization (e.g., Hyper-V, VMware), firewalls, and backup solutions Excellent troubleshooting, analytical, and documentation skills Strong communication and leadership abilities Relevant certifications such as Microsoft Certified: Azure Administrator, or ITIL Foundation are highly desirable Ability to work independently and lead technical initiatives Benefits Why You’ll Love Working Here HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more) Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary) Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more Let’s Talk If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.