JR-12787: Level 3 Technical Support Engineer (WFH) Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia. Cloudstaff is not just another outsourcing provider - we are your true difference maker. Future-proof your career with Cloudstaff and open the doorway to unlimited success. Join a family of like-minded individuals who value collaboration, respect, and a healthy work-life integration. Together, we'll create an atmosphere where you can thrive personally and professionally. 13 World-Class Offices Across the Globe 5,000+ Amazingly Talented Cloudstaffers 4.6 Overall Feedback Rating on Glassdoor Work Setup: Work From Home Morning Shift Responsibilities: Investigate and resolve escalated technical issues related to hardware, software, networking, and cloud services Analyze system logs, diagnose and troubleshoot problems to provide effective solutions Manage and prioritize Level 3 support tickets, ensuring timely resolution and meeting service-level agreements (SLAs) Collaborate with Level 1 and Level 2 support teams to provide guidance and expertise in resolving complex issues Oversee and optimize client infrastructure, including servers, networks, and storage systems Implement changes and updates to maintain system stability and security Maintain clear and proactive communication with clients, providing regular updates on the status of ongoing issues and resolutions Collaborate with account managers to ensure customer satisfaction and address technical concerns Create and update technical documentation, including troubleshooting procedures, knowledge base articles, and system configurations Work closely with cross-functional teams, including development, operations, and security, to address complex technical challenges Mentor and train junior support engineers, sharing knowledge and best practices Identify opportunities for process improvements and automation to enhance efficiency Stay current with industry trends and emerging technologies to provide proactive recommendations Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience) Minimum of 5+ years of experience in technical support, with a focus on MSP environments Proficient in troubleshooting Windows and Linux operating systems, virtualization, networking, and cloud technologies Strong knowledge of IT security principles and best practices Certifications such as MCSE, CCNP, or equivalent are desirable Excellent communication and interpersonal skills Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities Additional Requirements: Availability for on-call support as needed Willingness to participate in occasional weekend or after-hours maintenance activities About Cloudstaff Cloudstaff was established in 2005 by Australian internet pioneer, Mr. Lloyd Ernst. The company currently has over 4,000 employees headquartered in the Philippines with a leadership team that consists of both Western and Filipino executives. We help companies be more competitive through smarter outsourcing. Why will you love working with Cloudstaff Cloudstaff is committed to building the #1 Workplace Everywhere, and this is what makes us unique in the outsourcing industry. We take the time to understand what our people need and what it takes to maintain a productive and happy work environment. Everything we do is aimed at providing our staff with a work culture that they can look forward to every single day. From staff engagement initiatives to meaningful perks, we ensure that we do the best we can and that we do it better every time. We take pride in our awesome workforce and we deliberately support their personal and professional development with our specialized training programs and mentoring. Being #1 is not about us, it's all about our people, it's all about you! Competitive Pay Company-Provided PC/Laptop Set-Up & Fiber Internet Connection HMO/Medical & Dental Insurance Coverage + 1 FREE Dependent (16th Day Upon Hire Date) Rice Subsidy Quarterly CS Perks (Groceries & Snacks) Work Travel Insurance Service Incentive Leaves Employee Share Units FREE Access to CS Academy Courses Ongoing Career Advancement Opportunities Social Clubs & Special Interest Groups Unlock these exceptional Employee Benefits & Perks when you get hired in CLOUDSTAFF!