L2 Service Desk Engineer

2 weeks ago

Antipolo, Philippines Buscojobs Full time

Overview

Work From Home | 8:00 AM–5:00 PM (AEST) | 6:00 AM–3:00 PM (PH Time) • Full-Time

We are seeking an L2 Service Desk Engineer (MSP) to provide advanced technical support and resolve complex IT issues for clients. The role involves managing projects independently, communicating effectively with clients and staff, and maintaining high service quality. This position is critical for ensuring seamless IT operations and client satisfaction.

What You’ll Do
  • Troubleshoot and resolve escalated technical issues related to Microsoft 365, Intune, Azure Active Directory / Entra, Active Directory (including hybrid setups), and Windows OS environments.
  • Handle a range of network issues (TCP / IP, DNS, VPNs, conditional access policies, firewalls, and connectivity troubleshooting).
  • Support and optimize client environments using Autotask, Datto, SentinelOne, RocketCyber, and backup solutions.
  • Set up, configure, and manage Intune environments to support device management, security, and compliance.
  • Assist in cloud migrations and onboarding new clients to Microsoft environments.
  • Monitor and maintain IT systems to ensure optimal performance and security.
  • Document support tickets, resolutions, and processes accurately in ticketing systems.
  • Analyze system performance and recommend improvements to enhance efficiency.
  • Collaborate with cross-functional teams to implement IT solutions and upgrades.
  • Be the go-to person for tenant-level M365 administration, including licensing, security score optimization, conditional access, and compliance.
Requirements
  • A bachelor’s degree in Information Technology, Computer Science, or Computer Engineering is preferred.
  • 3+ years of experience in IT support, service desk, or related technical roles.
  • Proficiency in Microsoft 365 administration, Windows OS, Active Directory, Intune, Azure AD / Entra, and endpoint / device management.
  • Hands-on experience with ticketing systems (Autotask preferred, ServiceNow / Zendesk acceptable).
  • Strong knowledge of network troubleshooting (TCP / IP, DNS, VPNs, hybrid AD setups).
  • Familiarity with backup solutions, monitoring tools (Datto, SentinelOne, RocketCyber, PRTG / other RMM tools) is highly regarded.
  • Certifications : MS-102 and / or MD-102 (or equivalent hands-on expertise) are an advantage.
  • Soft Skills That Make You a Fit
    • Confident and resourceful, able to own problems end-to-end, not just escalate.
    • Service-oriented and collaborative, able to work well across distributed teams (AU + PH) using Teams as the main collaboration hub.
    • Strong communicator, able to talk to demanding stakeholders (including directors / CEOs) with professionalism and calm.
    • Critical thinker, knows when to check knowledge bases, ask the right questions, and think outside the box.
    • Resilient, can handle pressure, setbacks, and pushback while staying professional.
    • Willingness to learn, open to self-paced Microsoft certifications, and continuous upskilling
Benefits
  • HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  • Paid Leaves : Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  • Employee Engagement Activities : Year-End Party, Family Day, Team Building, and more
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