L3 Helpdesk Engineer (Onsite- Cebu City

Advanced Systems & Server Support · Serve as the final escalation point for complex Windows Server and infrastructure issues. · Perform advanced troubleshooting of server roles and services, including AD DS, DNS, DHCP, file/print services, RDS, IIS, and certificate services. · Diagnose and resolve complex client–server application issues involving service dependencies, SQL connectivity, authentication, and performance. · Manage and support virtualization platforms (Hyper-V, VMware) including VM provisioning, resource allocation, and performance tuning. · Perform advanced event log analysis, service recovery, and root cause investigations. Network & Security Infrastructure · Troubleshoot and support advanced network infrastructure including routers, Layer 2/3 switches, firewalls, VPNs, VLANs, and wireless systems. · Assist with network design, segmentation, and performance optimization. · Implement and support security solutions such as endpoint protection, MFA, conditional access, and firewall policies. · Perform advanced diagnostics on connectivity, routing, DNS, DHCP, and network performance issues. Cloud, Microsoft 365 & Azure Administration · Manage and support Microsoft 365 and Azure environments, including identity, security, licensing, and hybrid configurations. · Troubleshoot Azure AD Connect, synchronization issues, and hybrid identity challenges. · Assist with cloud migrations, tenant-to-tenant moves, and modernization initiatives. Project Work & Implementation · Lead or participate in infrastructure projects such as server deployments, network upgrades, cloud migrations, and security enhancements. · Assist with planning, design, and implementation of new technologies and system improvements. · Ensure project documentation, diagrams, and handoff materials are completed accurately. Documentation, Standards & Process Improvement · Create and maintain technical documentation, SOPs, and knowledge base articles. · Contribute to the development of IT standards, best practices, and operational improvements. · Perform root cause analysis and recommend long-term corrective actions. Leadership, Mentorship & Collaboration · Provide technical guidance, coaching, and mentorship to Level 1 and Level 2 technicians. · Collaborate with management and senior engineers on strategic initiatives and complex escalations. · Communicate clearly with clients regarding technical issues, project updates, and recommendations. · Participate in after-hours on-call rotation as required. Technical Skills · 5+ years of experience supporting Microsoft desktop and server operating systems in a business environment. · Strong expertise in Windows Server administration, including roles, services, and troubleshooting. · Advanced understanding of client–server application architecture and SQL-based systems. · Strong networking knowledge including TCP/IP, DNS, DHCP, VLANs, VPNs, routing, and firewall concepts. · Experience with virtualization platforms (Hyper-V, VMware). · Proficiency with Microsoft 365 and Azure administration, including identity, security, and cloud services. · Familiarity with backup systems, disaster recovery, and business continuity planning. · Experience supporting macOS in mixed environments is a plus. Professional Skills · Excellent analytical, troubleshooting, and problem-solving abilities. · Strong communication skills with the ability to explain complex issues clearly. · Ability to lead projects, manage priorities, and work independently. · Strong customer service orientation and ability to build trust with clients. · Ability to work after hours or weekends as part of an on-call rotation. Preferred Certifications · CompTIA Network+, Security+, Server+ · Microsoft certifications (MCSA, MS-102, AZ-104, AZ-900) · VMware or Hyper-V certifications · Cisco CCNA (preferred but not required)