Tier 3 Service Desk Specialist - MSP

Job Summary

The Tier 3 Service Desk Specialist is responsible in serving as a senior technical resource responsible for resolving complex IT issues across multiple client environments. The role provides advanced troubleshooting and escalation support across end-user systems, cloud platforms, networking, security, and infrastructure while taking ownership of issues from investigation through resolution and supporting technical projects and process improvements.

Job Description

• Serve as a trusted technical resource for complex IT support needs across multiple client environments.

• Diagnose and resolve difficult or non-routine technical issues across Windows, macOS, Microsoft 365, Google Workspace, and cloud/on-premise environments.

• Own technical issues end-to-end, including investigation, root-cause identification, resolution, documentation, and client communication.

• Provide advanced support for networking components, including firewalls, switches, VPNs, DNS/DHCP, Wi-Fi, and routing.

• Partner with technical teams in a non-tiered support structure to coordinate cross-functional troubleshooting and resolution.

• Participate in client projects involving migrations, deployments, security initiatives, system upgrades, and other technical changes.

• Research unfamiliar technologies and use logical troubleshooting, experimentation, and available resources to identify solutions.

• Identify opportunities to improve support processes, documentation, automation, and technical tooling.

• Maintain accurate technical documentation and contribute to internal knowledge resources.

• Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.

• Manage multiple client issues and competing priorities while maintaining service quality and timely resolution.

Screening Criteria

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field.

• Minimum of five (5) years of demonstrable experience in an MSP, fast-paced, multi-client, or multi-site IT support environment.

• Must have stable employment history.

Required Qualifications

• Experience supporting and troubleshooting Windows, macOS, Microsoft 365, Google Workspace, and related IT environments.

• Experience with networking and security fundamentals, including VPNs, DNS/DHCP, VLANs, Wi-Fi, firewalls, and routing.

• Demonstrates strong troubleshooting skills across systems, networking, cloud services, and security fundamentals, with the ability to diagnose problems beyond Level 2 support.

• Demonstrates strong customer-facing communication skills with the ability to explain complex technical concepts clearly to users and stakeholders.

• Demonstrates high level of comfort diagnosing unfamiliar technologies through research, logic, and experimentation.

• Demonstrates strong ownership mentality, with the ability to manage technical issues through the entire resolution process.

• Proactive approach to improving processes, documentation, and technical tools.

• Proven ability to manage multiple client environments and competing priorities effectively.

• Proven ability to collaborate effectively with technical and non-technical teams.

• Clear and coherent both written and verbal communication skills in English.

Other Details

• WFH
• 9pm - 6am PHT Mon-Fri
• 25 % Night Diff