Level 3 IT Support Engineer (ICT00001)
hammerjack View all jobs
- Makati City, Metro Manila
- Permanent
- Full-time
Location: Makati | Hybrid - 3x a week onsiteAbout Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.JOB OVERVIEWWe are seeking a highly skilled and proactive Level 3 IT Support Engineer to join our team. This role is ideal for someone experienced in managed services environments who thrives in a fast-paced, ticket driven setting and can balance escalations with day-to-day operational support.DUTIES AND RESPONSIBILITIES
- Provide advanced (Level 3) technical support across a wide range of IT systems and environments.
- Manage and resolve escalated support tickets while also handling routine service requests.
- Actively monitor and reduce ticket backlog, ensuring timely resolution in line with SLAs.
- Troubleshoot complex issues across Microsoft-based environments, including servers, cloud services, and endpoints.
- Collaborate with Level 2 and Level 3 engineers to provide guidance and escalation support
- Perform root cause analysis and implement long-term solutions to prevent recurring issues.
- Maintain accurate documentation of incidents, resolutions, and system configurations.
- Participate in continuous improvement of support processes and service delivery.
- Strong Level 3 IT support capability with proven experience resolving complex technical issues.
- Demonstrated experience working in an MSP or similarly structured, ticket-driven environment.
- Strong expertise in Microsoft technologies (e.g., Windows Server, Microsoft 365, Azure, Active Directory).
- Experience with remote monitoring and management (RMM) tools and PSA systems such as Autotask (Kaseya).
- Comfortable managing both high-priority escalations and routine support tickets.
- Experience supporting distributed / multi site clients.
- Familiarity with cybersecurity support in managed services.
- Ability to work independently with minimal supervision, while also contributing effectively within a team.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Relevant certifications (e.g., Microsoft, Azure, ITIL).
- Exposure to virtualization, backup solutions, and cybersecurity best practices.
- Self-motivated and capable of prioritizing workload in a dynamic environment.
- Practical and results-driven
- Detail-oriented with a strong sense of ownership and accountability.
- Collaborative mindset with a willingness to mentor junior engineers.
- Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
- Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
- Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
- Dynamic Open Spaces: Conducive for productivity and creativity.
- State-of-the-Art Security: Ensuring your safety and peace of mind.
- Game Rooms: Take a break and unwind with our recreational facilities.
- Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
- Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
- A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
- Global Impact: Be part of something bigger and make a difference on a global scale.