Business Support Analyst
Jones Lang LaSalle Americas, Inc.
Senior Advanced Support Engineer
itGenius 🤓 Biz Tech Experts
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
Tech Stack
AWSAzureCloudDNSFirewallsLinuxMacOSPythonSwitchingTCP/IPVMware
About the role
- Act as the escalation point for complex support requests from the helpdesk and junior engineers
- Lead advanced troubleshooting across Windows, macOS, Linux, network equipment, cloud platforms (Google Workspace, Microsoft 365), and security systems
- Implement and manage automation scripts, system optimisations, and backend improvements
- Work directly with clients to scope and resolve business-critical issues and perform advanced diagnostics
- Review and improve documentation, SOPs, and internal knowledge base articles
- Mentor and support junior engineers through code reviews, shadowing, and coaching
- Assist with infrastructure and cloud deployments, migrations, and integrations
- Maintain high service levels and ensure ticket queues are managed proactively
- Collaborate with vendors and third-party providers to escalate and resolve service issues
- Contribute to project planning, execution, and post-implementation reviews
- Ensure asset and license management processes are followed accurately
- Participate in audits, compliance checks, and security initiatives
- Represent the support team in technical meetings and contribute to continuous improvement strategies
Requirements
- Bachelor’s degree in IT, Computer Science, or related field
- 10+ years in IT service delivery/technical support
- Preferably with advanced certifications such as Microsoft Certified: Azure Administrator/Engineer, Google Workspace Administrator, CCNP, or CompTIA Security+ highly regarded.
- Deep technical expertise in Windows Server, Active Directory, Group Policy, Exchange, macOS, and Linux systems administration and troubleshooting.
- Strong knowledge of networking protocols and infrastructure (TCP/IP, DNS, DHCP, VPNs, firewalls, routing, switching).
- Hands-on experience with cloud platforms and services (Google Workspace, Microsoft 365, Azure, AWS), including migrations, hybrid integrations, and identity management.
- Advanced skills in automation and scripting (PowerShell, Bash, Python) for systems optimization, deployment, and process automation.
- Proven capability in infrastructure deployments, virtualization (VMware/Hyper-V), and endpoint security management.
- Solid understanding of compliance frameworks, IT security practices, and incident response processes.
- Demonstrated success in resolving complex, escalated technical issues across diverse environments with minimal supervision.
- Strong diagnostic, root cause analysis, and performance tuning skills to ensure reliability and scalability of IT systems.
Benefits
- Competitive Compensation & Bonuses: December Bonus
- Performance Incentive Bonus
- Annual Salary Increases
- Time Off That Matters: Paid Leaves
- Paid National/Local Holidays
- Work & Life Experiences You'll Remember: Annual Team Conferences & Events (travel, food, accommodation covered)
- Investing in Your Growth: Training & Development Budget
- Career Growth Pathways
- Support to Help You Thrive: Government-Mandated Benefits/ HMO
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Windows ServerActive DirectoryGroup PolicyExchangemacOSLinuxTCP/IPDNSDHCPPowerShell
Soft skills
mentoringtroubleshootingdiagnostic skillsroot cause analysisperformance tuningcollaborationcommunicationproject planningcoachingcontinuous improvement
Certifications
Microsoft Certified: Azure AdministratorMicrosoft Certified: Azure EngineerGoogle Workspace AdministratorCCNPCompTIA Security+
