Network & Systems Support Engineer

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.