Senior Network & IT Support Engineer

Job description

# Network & IT Support ### First Principles Engineer & Senior Team Member We’re hiring for our **Network & IT Support team**, but we’re not looking for someone whose idea of a good day is closing 20 tickets. In fact, we’d rather you prevent those 20 tickets from being created in the first place. Our team is small. **Two people support close to 300 employees** across Manila, Canada, and a 24-hour operation. That means we need engineers who think differently. When the same issue happens for the third time, we don't want you to become faster at fixing it. ### **We want you to ask why it's happening at all - and eliminate it.** When you see repetitive manual work, we expect you to ask whether it can be automated. When equipment, Wi-Fi, network infrastructure, endpoints, access, or security controls are likely to become problems, we want you checking them **before employees discover the problem for you.** When something breaks at 2 AM and you're the person on shift, we need you to be able to investigate incomplete information, form your own hypotheses, eliminate possibilities, make sound decisions, and restore operations without waiting for someone senior to tell you what to do. And when everything is working? Don't wait for the next ticket. Look at the environment and ask: **What could fail next? What keeps repeating? What are we doing manually that shouldn't be manual? What can I simplify, automate, standardize, document, monitor, or permanently eliminate?** That's what ownership means here. ### We're hiring at two levels: ## ✨ **FPE / First Principles Engineer •** This is our leadership-level individual contributor. We need someone who can look beyond individual incidents and **own the health and direction of the entire function** - identify systemic weaknesses, prioritize improvements, design better processes and architecture, automate repetitive work, establish standards, use data to find patterns, and make the engineers around them more effective. You shouldn't need someone to continuously tell you what needs improving. **You should be the person finding it.** ## ✨ **Senior Team Member - Network & IT Support** We need a strong hands-on operator who can independently own a shift and keep the business running. You'll troubleshoot network, endpoint, access, infrastructure and production-impacting issues - but troubleshooting ability alone isn't enough. We need someone who sees recurring problems and **closes the loop permanently**. Someone who can say: *"This kept happening. I investigated why. I found the root cause. I changed something. I verified it worked. And now nobody has to deal with that problem anymore."* That's the standard. We're less interested in how many technologies you've touched than in **how you think, what you've personally improved, and what happens to an environment after you've owned it for six months.** If your instinct is to **own the problem rather than escalate it, prevent rather than repeatedly repair, and improve systems rather than simply maintain them**, we'd like to hear from you. **We're building a small team. That means every person has to make the team disproportionately better.** **You won't always have a runbook. You won't always have someone to escalate to. And the problem in front of you may be something you've never encountered before.** That's okay. What matters is whether you can work the problem — gather evidence, test your assumptions, change direction when the evidence tells you you're wrong, and keep going until you understand what is actually happening. We don't expect you to know everything. **We do expect you to know how to figure things out.** ### Before you apply Please apply if you read the expectations above and can confidently say: **“I've worked this way before, I've been successful doing it, and this is the level of ownership I want again.”** We're not looking for someone who *wants to learn* how to become proactive or who believes they *could* operate this way given the opportunity. We're looking for people who can point to real examples where they have already **owned difficult problems, worked through ambiguity, eliminated recurring issues, improved an environment, and made things better than they found them.** For the FPE role, that bar is even higher. We expect evidence that you've done this **beyond your own individual workload** - that you've identified systemic problems, driven improvements across a function, established better ways of working, and raised the effectiveness of the people around you. So before applying, ask yourself: **Have I actually done this before? Was I personally responsible for it? Can I explain what I changed and prove that it worked? And am I prepared to take that level of ownership here?** If the answer is genuinely **yes**, we'd really like to meet you.