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ScalableOSSC

L3 Support Engineer

ScalableOS is a company that specializes in delivering custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms by connecting them with exceptional talent in the Philippines.

ScalableOS

Employee count: 201-500

United States only

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Category: Technology

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SUMMARY
The Level 3 Support Engineer serves as the highest escalation point for complex technical issues escalated by end-users and internal teams. This fast-paced role requires advanced troubleshooting expertise, strong communication skills, and a proactive approach to maintaining the stability, security, and efficiency of client IT environments.
JOB RESPONSIBILITIES
Incident Management
• Diagnose and remediate alerts from monitoring platforms.
• Troubleshoot and resolve complex hardware, software, and network issues.
• Respond to and resolve emergency outages according to established escalation procedures.
System & Security Maintenance
• Implement security patches and updates in alignment with internal security standards.
• Perform system updates including Server OS patches and firmware upgrades.
• Review, assess, and remediate identified security vulnerabilities.
Deployment & Configuration
• Support remote deployment activities including application installations and system configurations.
• Assist with after-hours infrastructure changes to minimize operational disruption.
Virtualization & Networking
• Troubleshoot and maintain VMware environments.
• Configure and manage VPNs, DNS, DHCP, firewalls, and routing rules.
Documentation & Communication
• Accurately document troubleshooting steps, resolutions, and processes in the ticketing system.
• Develop and maintain technical documentation for systems and client environments.
• Communicate complex technical concepts clearly to non-technical stakeholders.
Continuous Improvement
• Identify and recommend process improvements to enhance support efficiency and service quality.

Requirements

QUALIFICATIONS
Technical Expertise
• Strong knowledge of Microsoft Server, Active Directory, and related services.
• Experience supporting VMware hypervisors.
• Proficiency with Microsoft 365 and Entra.
• Familiarity with security vulnerability assessments and remediation practices.
Soft Skills
• Exceptional troubleshooting and analytical problem-solving skills.
• Strong written and verbal English communication skills.
• Ability to manage time effectively in a fast-paced environment.
• Professional demeanor and ability to remain composed under pressure.
• Capable of working independently with minimal supervision in a remote setup.
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.

Benefits

  • Full Philippine Statutory Benefits
  • 13th Month Pay
  • De Minimis Allowance
  • Night Shift Differential Pay
  • Paid Time Off (PTO)
  • Health Insurance
  • Life Insurance (maximum of PHP 3M coverage)
  • Company-Provided Equipment




Details

About the job

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Posted on

Job type

Full Time

Experience level

Mid-level

Location requirements

Hiring timezones

United States +/- 0 hours

About ScalableOS

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At ScalableOS, we are at the forefront of revolutionizing the offshoring industry through innovative and technology-driven solutions. Our primary mission is to connect growth-focused businesses, particularly Managed Service Providers (MSPs) and Tax & Accounting firms, with exceptional, high-skilled talent in the Philippines. Through our groundbreaking approach, we are not merely providing services; we are building dedicated, fully integrated teams that operate as a seamless extension of our clients' operations. This model empowers businesses to transcend geographical boundaries and achieve remarkable success by leveraging a global talent pool without the complexities and overheads of establishing a physical presence. Our transformative solution is designed to ensure continuous growth and scalability for our partners, allowing them to focus on their core competencies while we handle the intricacies of talent acquisition, HR management, and operational support.

Our commitment to innovation is embedded in our core values of integrity, accountability, and a relentless problem-solving mindset. We utilize a data-driven and technology-enabled process to identify and nurture the best talent, ensuring a perfect alignment of skills and cultural fit for our clients. ScalableOS stands as a testament to resilience and unwavering dedication to client success, moving beyond the traditional outsourcing model to foster long-term, strategic partnerships. We are passionate about making a meaningful impact on the Philippine community by bringing high-value, high-skill positions to the local workforce. By focusing on creating a high-value growth environment built on trust, transparency, and clear deliverables, we are not just changing the way businesses scale; we are shaping the future of global workforce collaboration and creating limitless possibilities for companies to thrive in an increasingly competitive landscape.

Employee benefits

Learn about the employee benefits and perks provided at ScalableOS.

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Group Life Insurance

Feel secure knowing you're covered by Group Life Insurance from your very first day.

Generous Paid Time Off (PTO)

Recharge with 17 days of PTO annually, ensuring you maintain a healthy work-life balance.

De Minimis Allowance

Enjoy a monthly allowance of Php 1,500, directly credited to your payroll to support your daily needs.

Work from Anywhere

Embrace the freedom of remote work! Choose your ideal environment and say goodbye to stressful commutes.

View ScalableOS's employee benefits
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ScalableOS

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