MSP Lead Tech Engineer Homebased

Job Description

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

The Role

The Lead Tech Engineer is the senior-most technical authority within the support team, responsible for driving excellence across service delivery, ticket management, and technical operations. This role demands a hands-on expert with deep experience in MSP environments, capable of leading by example, mentoring engineers, and ensuring that every technical task flows smoothly from intake to resolution. You’ll be the engine behind the team’s performance, escalation handling, and client satisfaction, working closely with the Operations Manager to shape technical strategy and operational success.

Responsibilities

• Command the Ticketing Engine: Own the full lifecycle of support tickets, triage, prioritisation, assignment, escalation, and closeout, ensuring nothing stalls and everything flows.
• Lead Escalation Management: Act as the final escalation point for complex technical issues, driving structured resolution and client confidence.
• Mentor & Elevate the Team: Provide technical guidance, coaching, and performance feedback to engineers. Foster a culture of accountability, learning, and continuous improvement.
• Drive Technical Strategy: Collaborate with leadership to define and implement scalable technical support strategies aligned with business goals.
• Ensure Operational Flow: Monitor daily support operations, proactively resolving bottlenecks and maintaining momentum across all service tasks.
• Champion Quality & Standards: Enforce documentation standards, service protocols, and
  
  

security compliance across all technical activities.

• Own Client Onboarding & Projects: Lead technical onboarding and project execution, ensuring seamless transitions and service excellence.
• Collaborate Cross-Functionally: Work closely with internal departments to ensure accurate and timely delivery of services and solutions.
• Identify & Solve Inefficiencies: Analyse recurring issues, implement preventive solutions, and optimise support processes.
• Spot & Seize Opportunities: Identify upselling potential and contribute to service expansion strategies.
• Report & Communicate: Provide regular updates to the Operations Manager on team
  
  

performance, client feedback, and operational metrics.

• Stay Technically Ahead: Stay current with emerging technologies, certifications, and industry trends to inform strategy and training.
  
  

Technical Expertise

• 10+ years in MSP technical support or equivalent roles, with 3+ years in a senior or lead capacity
• Advanced proficiency in:
• Microsoft 365 & Azure administration
• 3CX & MS Teams VOIP systems
• Network design and implementation
• IT security controls, monitoring solutions, and compliance frameworks
• Backup infrastructure design, management, and restoration
• DNS records management, IP networking, and remote access solutions
• Proven experience in technical project execution
  
  

Leadership & Operational Management

• Strong background in mentoring, team leadership, and cross-functional collaboration
• Demonstrated ability to manage ticketing systems, ensuring flow, prioritisation, and SLA compliance
• Skilled in escalation handling, structured resolution workflows, and client-facing technical leadership
• Experience in process improvement, identifying inefficiencies and implementing scalable solutions
• Ability to build and maintain client relationships, acting as a trusted technical advisor
• Project management of small-scale technical projects
  
  

Communication & Collaboration

• High-level written and spoken English, with excellent communication across phone, email, and instant messaging
• Strong interpersonal skills for engaging with clients, partners, and internal teams
• Ability to translate complex technical issues into clear, actionable insights
• High level organisational & strategic thinking
• Exceptional time management and organisational skills
• Analytical mindset with a focus on accuracy, detail, and continuous improvement
• Flexibility and adaptability in fast-paced, evolving environments
  
  

Work Arrangement

• Home-based ; Equipment is provided.
• Should have strong internet connection (minimum of 20 mbps)
  
  

Work Schedule

• Monday–Friday, 6:00 AM – 3:00 PM Manila Time
  
  

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "Im Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

---