SENIOR SYSTEMS SUPPORT ENGINEER
Make your next big career move by applying as KMC Solutions' next SENIOR SYSTEMS SUPPORT ENGINEER
The Senior Helpdesk / Systems Support Engineer (L3) serves as the highest level of escalation
within End User Services and is responsible for resolving complex system-level issues, leading
incident investigations, and improving platform stability across the organization’s SaaS and
endpoint ecosystem.
This role requires deep technical expertise, strong analytical skills, and the ability to work
independently during high-impact incidents, including off-hours coverage.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a SENIOR SYSTEMS SUPPORT ENGINEER include:
- Serve as the final escalation point for complex incidents escalated from L1 and L2.
- Lead advanced troubleshooting and root-cause analysis across Microsoft 365, identity
systems, endpoint platforms, and business-critical SaaS applications. - Own and resolve high-impact incidents affecting end users, collaboration tools, access
management, and device compliance. - Support and optimize Microsoft 365 administration, including Exchange, Teams,
SharePoint, OneDrive, and Outlook. - Administer and troubleshoot Okta, including SSO, MFA, lifecycle management, and
access policy issues. - Support and maintain collaboration platforms such as Slack and Zoom, including
integrations and authentication dependencies. - Manage and troubleshoot user access and permissions across Microsoft 365, Okta, Jira,
Confluence, Slack, and Zoom. - Provide advanced support for Windows and macOS endpoints through Intune and Kandji,
including compliance baselines, patching, policy enforcement, and application
deployment. - Provide Linux support, including SSH troubleshooting, access validation, and basic
system-level diagnostics. - Troubleshoot advanced networking and connectivity issues, including VPN, DNS, IP
configuration, certificates, and authentication flows. - Participate in and help lead onboarding and offboarding processes, ensuring secure
account provisioning, deprovisioning, and device lifecycle management. - Create and maintain technical documentation, support runbooks, and knowledge base
content for recurring issues. - Identify incident trends and drive permanent corrective actions, process improvements,
and support standardization. - Mentor L1 and L2 technicians and provide technical guidance on escalated support
issues. - Partner cross-functionally with IT Operations, Security, and business application owners
to improve system reliability and user experience. - Support Jira administration tasks such as access management, project permissions,
workflow-related troubleshooting, and user support for Jira-integrated processes.
To apply, you must be an expert on the following requirements:
- 6+ years of IT support experience, including significant experience handling escalated or
senior-level support issues. - Strong expertise in Microsoft 365 administration, including Exchange, Teams,
SharePoint, OneDrive, and Outlook. - Deep experience with Active Directory and Okta, including SSO, MFA, user
provisioning, access troubleshooting, and policy enforcement. - Strong hands-on experience with endpoint management:
- Windows device management via Intune
- macOS device management via Kandji or similar MDM
- Experience supporting collaboration platforms such as Slack, Zoom, and Teams in an
enterprise environment. - Working knowledge of Linux systems and SSH troubleshooting.
- Strong understanding of networking fundamentals and troubleshooting, including VPN,
DNS, IP addressing, and certificate-related issues. - Experience supporting Jira and Confluence in an enterprise environment, including
permissions, user access, and application troubleshooting. - Strong incident management skills, including root-cause analysis, user communication,
and cross-functional coordination during outages or high-impact incidents. - Ability to work independently during weekend and off-hours support with limited
supervision. - Strong analytical, documentation, and communication skills.
- Experience with scripting (PowerShell, Bash).
It will also be favorable if you are knowledgeable in:
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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