L2 Technical Support Engineer

3 weeks ago


Manila, National Capital Region, Philippines Permhunt Full time

Technical Support Engineer (Level 2) job details:


Seeking motivated and skilled engineers for US-based MSP clients, providing advanced support for IT infrastructure, including Windows systems, Linux servers, Fortinet equipment, and O365 environments.


Key Responsibilities:



  • Provide Level 2 support for Windows systems and Linux servers.
  • Manage client servers, including routine maintenance, troubleshooting, and performance monitoring.
  • Support and configure Fortinet equipment for optimal performance and security.
  • Respond to network management requests and resolve complex issues in O365 environments.
  • Support email filtering services to ensure secure and functional email systems.
  • Handle escalations from Level 1 support and assist with advanced troubleshooting.
  • Participate in on-call rotations for after-hours support.
  • Collaborate with project teams to deliver technical solutions.
  • Ensure adherence to service-level agreements and provide timely updates to clients.
  • Maintain detailed documentation of issues and resolutions in ticketing systems.
  • Continuously improve technical knowledge and stay up to date with new tools and best practices.

Required Qualifications:



  • 3-5 years of experience in technical support or a similar role.
  • Strong understanding of Windows 10 and Linux server environments.
  • Proficient in networking concepts and hands-on experience with Fortinet equipment.
  • Familiarity with Office 365 management and troubleshooting.
  • Ability to manage multiple priorities and communicate effectively via phone.
  • Flexibility to participate in on-call rotations.

Preferred Qualifications:



  • Familiarity with endpoint protection platforms and Managed Detection and Response solutions.
  • Experience with email filtering solutions and RMM tools.
  • Previous experience in MSP environments.

Working Conditions:



  • Remote work
  • Graveyard Schedule
  • 8:00am - 5:00pm CST



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