Senior IT Systems Engineer - Permanent WFH

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application. Work Arrangement: Permanent Work-from-Home Position Overview: Resolve helpdesk tickets escalated by Tier 1 technicians, owning diagnosis, client communication and follow-through to resolution. Strengthen Tier 1 capability through clear handoffs, troubleshooting guidance and reusable documentation. Tasks and Responsibilities: Take ownership of Tier 1 escalations; review impact, symptoms, evidence and previous troubleshooting before choosing next steps. Prioritize assigned tickets by business impact and SLA; keep clients and Tier 1 informed of progress, blockers and next actions. Resolve complex Windows endpoint, Microsoft 365 Apps, printer, mobile-access and remote-connectivity issues. Diagnose Exchange Online mail flow, Outlook, Teams, SharePoint and OneDrive issues beyond routine Tier 1 checks. Troubleshoot Entra ID sign-in, MFA, licensing and permissions; carry out approved Microsoft 365 administration and access changes. Investigate AD DS, DNS, DHCP, Group Policy and server/file-access issues where deployed; coordinate with vendors as needed. Resolve Meraki/UniFi network, Wi-Fi and VPN incidents; collect evidence and escalate issues outside approved authority. Triage Datto RMM / NinjaOne, Datto backup and Defender alerts; coordinate security incidents with Blackpoint Cyber. Investigate defined Azure service issues using logs and runbooks; refer advanced infrastructure or architecture issues to the designated senior technical resource. Maintain accurate Autotask records and Hudu runbooks; explain resolutions to Tier 1 and coach on repeatable diagnostic steps. Identify recurring faults, verify fixes with users and route unresolved high-risk incidents with a complete technical handoff. Assist with approved maintenance, restore checks or occasional migrations as assigned, while the other manager prioritizes helpdesk coverage. Skills and Qualifications Requirements: Demonstrated MSP Level 2 experience resolving escalations from Tier 1 across multiple clients; can explain diagnosis, evidence, resolution and follow-through. Practical Microsoft 365 troubleshooting across Exchange Online, Entra ID, Teams, SharePoint and OneDrive, including identity, MFA, mail flow and permissions. Strong Windows endpoint, AD DS, DNS, DHCP, Group Policy, TCP/IP and VPN troubleshooting fundamentals. Hands-on PSA, RMM and remote-support experience; accurate ticket notes, time entries, prioritization and client updates. Sound judgment about security, change approval and when to seek senior help; gathers useful logs and reproductions before escalating. Clear spoken and written English, reliable ownership, patient support for Tier 1 technicians and an ability to explain the fix. Migration experience is not required. Nice-to-have Skills and Qualifications: Familiarity with Autotask, Hudu, Datto RMM/NinjaOne, Datto backup, Meraki/UniFi, Blackpoint Cyber and Microsoft Defender for Endpoint; equivalent tools are acceptable. Azure VM, network, access and backup troubleshooting; Intune, Autopilot, Conditional Access and hybrid identity experience. NinjaOne transition experience, including agent deployment, policy mapping, patching and alert validation. PowerShell, Microsoft Graph, root-cause analysis, mentoring and relevant current Microsoft credentials or equivalent practical ability. Occasional project support: SkyKick mailbox migrations and ForensiT profile migrations, with approved plans, validation and escalation. These are secondary strengths, not screening gates. Benefits: 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years HMO coverage for employees +1 FREE dependent on the first day of employment +1 additional FREE dependent per successful year of tenure (up to five (5) years) Tenure Incentive Program* Receive additional premium for working at night Referral Bonus of up to Php20,000.00* ALL government mandated benefits *Terms and conditions apply