About the Role
The IT Field Support Senior is responsible for handling complex technical issues and ensuring consistent IT operations across multiple systems, locations, and subsidiaries. This role extends Level 2 capabilities by managing cross-site issues, multi-location coordination, and advanced troubleshooting, while maintaining stable workplace and outlet environments.
This role focuses on operational IT infrastructure across subsidiaries, and does not include product, SaaS, or cloud infrastructure systems.
Key Responsibilities: What your day-to-day looks like
- Resolving complex and recurring incidents across multiple office and outlet locations
- Troubleshooting advanced issues in endpoints, systems, and workplace networks across subsidiaries
- Coordinating cross-site issue resolution and ensuring consistency in configurations
- Supporting large-scale rollout of systems, outlet setups, and upgrades across locations
- Performing deep root cause analysis and implementing fixes to prevent recurrence
- Ensuring consistency in endpoint, network, and system configurations across subsidiaries
- Supporting and guiding Level 2 engineers in complex troubleshooting scenarios
- Coordinating with vendors and service providers for multi-site issues
- Maintaining and improving documentation for cross-site support and troubleshooting
- Assisting in asset validation and ensuring consistency across locations
- Coaching, mentoring, and developing Level 1 and Level 2 team members
- Establishing and improving support processes, workflows, and reporting
- Providing regular reports on incidents, performance, and improvement plans
Desirable Skills and Qualifications
- Bachelor's degree in IT, Computer Engineering, or equivalent
- 5+ years experience in IT Support, Field Support, or Network Support
- Strong experience in multi-site environments and complex troubleshooting
- Advanced knowledge of networking (LAN/WAN, routing, connectivity troubleshooting)
- Strong analytical and root cause analysis skills
- Ability to coordinate across multiple teams and locations
- Experience in gaming, retail, or multi-branch operations is a strong advantage
- Good communication skills with ability to explain technical issues clearly
- Willing to travel outside Metro Manila and respond to critical incidents
- Willing to work on shifting schedules, weekends, and holidays
- Proven ability to drive continuous improvement by reducing recurring issues through root cause analysis and systemic fixes
- Experience in improving processes, standardizing practices, and increasing operational efficiency across multiple locations or subsidiaries
