Support Escalations Engineer (Remote)
Tech Guru - IT for Accounting FirmsWhy This Role ExistsAt Tech Guru, we empower accounting firms with secure, high-performance IT that just works. As our Support Escalations Engineer, your mission is to take the tickets the front-line Service Desk cannot resolve and drive them to a clean, well-documented close, all while living our core values of Caring, Accountable, Responsive, and Empathetic service.This role sits between the Service Desk and Systems Administration on the escalation path. You have the broad technical exposure of a generalist sysadmin, but you work within the standards and playbooks that Systems Administration designs, rather than owning that design yourself. It is the natural step up from front-line support and the natural runway toward a full Systems Administrator seat.What Success Looks Like (Outcomes)

• Fast, Clean Resolution: Own assigned Tier 2-3 escalations through to resolution within SLA, with a high first-time-fix rate.
• Escalation Reduction: Capture root cause and repeatable fixes so the same ticket does not come back, contributing to a 20 percent year-over-year decrease in repeat escalations.
• Standards Adherence: Apply RMM, patching, and security standards as designed by Systems Administration, and flag gaps you spot rather than working around them.
• Knowledge Contribution: Add or update at least two Knowledge Base articles each month from the issues you resolve.
• Client Confidence: Communicate clearly and close the loop, earning an average CSAT of 4.8+ out of 5.

Day-to-day Responsibilities

• Take escalations from front-line Support across network, server, workstation, and Microsoft 365 layers.
• Triage, troubleshoot, and resolve issues, or escalate to Systems Administration with clear, complete notes when a fix is out of scope.
• Run remediations within established RMM playbooks (Datto RMM, Automate, or similar).
• Document every meaningful fix and feed it into the Knowledge Base.
• Support patching, backup verification, and alert-handling tasks under existing standards.
• Partner with and learn from Systems Administrators, building toward greater ownership over time.

How This Differs from Systems AdministrationYou execute and resolve within established standards. You do not own license optimization, core process design, or strategic technology planning, though you are encouraged to suggest improvements. You participate in project pods rather than leading them. The emphasis is depth of troubleshooting and clean handoffs, not independent design authority.Core Values in Action

• Caring: You treat every escalated ticket as if the client were sitting next to you.
• Accountable: You own the ticket until it is genuinely resolved, not just passed along.
• Responsive: You communicate early and often, never leaving teammates or clients guessing.
• Empathetic: You listen first and frame your fix around the person stuck on the other end.

Must-have Qualifications

• 3+ years in IT support or help desk in an MSP or similar environment, with hands-on troubleshooting across Windows Server, Microsoft 365, and networking.
• 2 + years handling escalations
• Familiarity with at least two of: Duo, Datto RMM, Cove, SentinelOne, UniFi.
• Basic to intermediate PowerShell for everyday troubleshooting and small automations.
• Excellent spoken and written English, comfortable supporting US-based clients.
• A growth mindset and clear interest in progressing toward a Systems Administrator track.

Nice to Have

• Exposure to Hyper-V or RDS/terminal server environments.
• Experience supporting accounting or other compliance-heavy industries.
• Certifications such as CompTIA Network+/Security+, AZ-104, or UniFi-related badges.

What We Offer

• Fully remote.
• Professional development and paid training, with a clear path toward Systems Administration.
• Flexible schedule built on trust and outcomes, not timeclock punching.
• A caring, values-driven culture that celebrates wins and supports life outside work.

Our DEI PledgeTech Guru is committed to building a diverse, equitable, and inclusive workplace where every team member feels valued and empowered to contribute. We welcome applicants of any race, ethnicity, gender identity, sexual orientation, religion, age, socioeconomic background, disability status, or veteran status. If you share our passion for great IT and great people, we encourage you to apply, even if your resume does not tick every box.

Pay: Php50,000.00 - Php60,000.00 per month

Application Question(s):

• What's your salary expectation?

Experience:

• IT Support : 3 years (Required)
• IT Escalations : 2 years (Required)
• Basic Powershell : 1 year (Required)
• UniFi: 1 year (Required)
• Duo : 1 year (Required)
• Datto : 1 year (Required)
• MSP : 2 years (Required)

Work Location: Remote