Senior IT Support Engineer

The opportunity

TechnologyAdvice is looking for a resourceful and experienced Senior IT Support Engineer to provide hands-on technology support and IT operations coverage for team members across the APAC region.

This role requires someone who can move beyond standard troubleshooting guides, assess unfamiliar situations, make sound technical decisions and identify broader opportunities to improve how IT support is delivered across APAC.

You will serve as a key connection between our APAC team members and the broader IT team in the United States, helping employees remain productive while supporting hardware, systems, access, security and technology logistics across the region. The right person will be comfortable investigating issues that do not have an obvious answer, identifying the underlying problem, recommending the best path forward and following through until the issue is resolved.

This is an individual-contributor role with no direct reports. However, you will be expected to demonstrate leadership through strong ownership, sound judgment, and strategic thinking. You should be comfortable managing up by proactively identifying opportunities for improvement, recommending solutions, and communicating risks or concerns clearly to leadership. You’ll also help improve processes and influence how work gets done across the region.

Employment Level: Senior Level

Employment Type: Full Time

Location: Philippines, with preference for candidates located in or near Metro Manila or Cebu City

Working Hours: 4:00pm to 1:00am PHT

Because this role supports the shipment, repair and replacement of company equipment, candidates must have reliable access to established courier services, shipment centers and computer repair providers.

What you'll do

• Own day-to-day, hands-on IT support and operations across APAC, including ticket management, technical troubleshooting and strategic projects.
• Serve as a senior technical point of contact, investigating complex or unfamiliar issues, identifying root causes and determining the best path forward beyond standard troubleshooting guides.
• Partner with the US-based IT team to coordinate priorities, share regional context and maintain consistent support practices across the organization.
• Configure and support networks, Google Workspace, device-management platforms and other cloud-based systems across Mac and Windows environments.
• Improve onboarding, offboarding, security and access-management processes to ensure employees are productive and company systems remain protected.
• Manage APAC hardware logistics, including procurement, inventory, shipping, receiving, repairs, replacements and upgrades.
• Manage courier, repair and technology-vendor relationships, ensuring reliable service and strong value for the business.
• Identify recurring issues and process gaps, recommend improvements and lead projects through completion while communicating clearly with technical and non-technical stakeholders.
  
  

Who you are

• 4+ years of IT experience with exposure to multiple areas of IT, including end-user support, security, networks, remote environments and access management.
• 1+ year of leadership experience through project ownership, technical leadership, mentoring, process improvement or serving as a senior point of contact. Formal people-management experience is not required.
• Experience in a SaaS-centric environment using Office 365 or Google Workspace, Slack, MDMs and other cloud-management tools to support 400+ team members.
• Background supporting both Mac and Windows environments for end users.
• Strong troubleshooting and critical-thinking skills, with the ability to investigate unfamiliar issues, identify root causes and determine the best path forward rather than relying only on predefined instructions.
• Ability to think strategically, anticipate challenges and recommend improvements that strengthen IT operations across the region.
• Demonstrated ownership and sound judgment, including the ability to make decisions, communicate risks and know when escalation is appropriate.
• Excellent verbal and written communication skills for both technical and non-technical audiences.
• Organized and detail-oriented, with the ability to manage multiple priorities and adapt quickly as business needs change.
  
  

**The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The job holder is expected to accept any reasonable alterations that may from time to time be necessary.**

What we offer you

• Career Growth: Advance with mentorship programs, leadership academies, and opportunities to shape company culture and DEI initiatives.
• Flex Fridays: Adjust your 40-hour week to enjoy a full or half day off on Fridays.
• Remote-First Culture: Work from the comfort of your home.
• Paid Time Off: Enjoy 14 days of annual paid time off, plus all regular Philippine government-declared holidays to unwind and recharge. Plus 5 additional days after 1 year.
• Comprehensive Coverage: Full enrollment in Philippine statutory benefits: SSS, PhilHealth, and HDMF.
• Healthcare: Corporate HMO Plan for all full-time PH employees upon completion of two months of tenure.
• De Minimis Allowance: Enjoy a monthly rice subsidy, following government guidelines.
• Wellness Perks: Access the Headspace app to support your well-being.
• Speaker Series Bonus: Present in our monthly speaker series and earn a bonus.

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Work authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the Philippines at hire and must maintain authorization to work in the Philippines throughout their employment with our company.