Job description:

Position: Network & Systems Support Engineer

Location: Cebu (Onsite/Office)

Job Type: Full-time

Key Responsibilities:

Serve as a point of contact for IT incidents and service requests; log, categorize, prioritize, and document tickets in the ITSM platform per SLA and severity standards.
Own and resolve incidents ranging from standard end-user issues to complex, multi-domain incidents spanning network, systems, identity, and security controls.
Escalate or receive escalations in line with your experience level, with complete technical documentation.
Perform structured troubleshooting for end-user issues (OS, applications, email, VPN, endpoints).
Investigate and resolve network incidents (LAN, WAN, routing, switching, firewall, wireless).
Investigate and resolve systems incidents (Windows, Linux, virtualization, backup, server infrastructure).
Perform deep dives and cross-domain troubleshooting across customer environments for complex or recurring issues.
Perform root cause analysis for recurring or high-impact incidents and recommend corrective, preventive, or permanent fixes.
Contribute to infrastructure health checks and proactively flag risk or service degradation.
Execute predefined and standard configuration changes under approved change management procedures.
Execute non-standard or complex changes in network and systems, following change management and risk assessment processes.
Support implementation of new configurations on routers, firewalls, switches, servers, virtualization platforms, and backup systems under architecture guidance.
Perform routine operational tasks: patching, firmware updates, configuration backups, and backup verification.
Participate in incident bridges during critical events; coordinate with NOC, SOC, vendors, and customer teams.
Operate independently on complex technical issues, thinking in terms of risk, impact, and business continuity.
Maintain accurate documentation of resolution steps, configuration changes, knowledge base articles, and runbooks.

Requirements and Qualifications

1 to 5+ years of experience in network, systems, or operations engineering/support, ideally within an MSP or MSSP environment.
Technical exposure to at least one domain (entry-level) to two or more domains (senior-level), such as:
Network and network security (Cisco, Fortinet, Palo Alto, etc.)
Systems and virtualization (Windows, Linux, VMware, Hyper-V, Veeam)
Cloud and identity (Azure AD, M365, security controls)
Certifications are a plus and weigh more heavily for senior placement: Fortinet NSE 4-7, CCNA or equivalent, Microsoft Certified Associate, VMware VCP, Veeam VMCE, or Sophos certifications.
Willingness to participate in rotational standby support as required.

Competencies and Expectations

Adapts working style to complexity level — from structured, guided troubleshooting to independent ownership of ambiguous, high-impact issues.
Strong communication with customers and internal teams.
Thinks in terms of risk, impact, and business continuity, not only technology.