Level 2 MSP Technical Specialist

2 weeks ago

Taguig, National Capital Region, Philippines beBeeSupport Full time ₱800,000 - ₱1,000,000
Job Title: L2 MSP Support Engineer

We are seeking a highly skilled L2 MSP Support Engineer to join our team. The ideal candidate will have expertise in cloud infrastructure, Intune device management, and Power Platform.

About the Role:

The L2 MSP Support Engineer is responsible for providing technical support for all aspects of IT systems and services. This includes handling technical support requests, resolving issues, and contributing to maintaining a high-performing IT environment.

Key Responsibilities:
  • Cloud Infrastructure Support: Ensure system and data security is maintained at a high standard.
  • Intune Device Management: Configure profiles, compliance profiles, endpoint security baselines & hardening, application deployments and patching, exposure management, and cloud security management across AWS and Azure environments via Defender for Cloud and AWS security hub.
  • Proactive Maintenance: Build, maintain, and manage clients' infrastructure, end-to-end system stability and performance, incident and problem management, patch and vulnerability management.
  • Monitoring Performance: Ensure issues are appropriately escalated and resolved.
  • Management and Support: Manage and support any and all company 3rd party services.
  • Microsoft 365 Support: Include Microsoft support (Exchange Online, SharePoint, MS Teams, OneDrive), CSP & SPLA Service Management (Microsoft 365 License management and Azure subscription management).
  • Troubleshooting Technical Issues: Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations as required.
  • Escalation Point: Provide first point or an escalation point from Level 1 across all support tickets.
  • Logging Incidents: Log all incidents and service requests in our designated Helpdesk system.
  • Helpdesk Management: Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
  • Power Platform Experience: Have understanding and some experience in designing, developing, and customising solutions using Power Apps, Power Automate, and Power Virtual Agents.
  • Integration and Automation: Manage and support integrated systems to ensure relevant data is available at all times. Develop skills in Power Automate and Power Apps and AI/ML tools to help CI/CD processes.
  • Transition Management: Manage all Managed Service Transitions. Collaborate with the Professional Services team to provide technical assistants to project teams and assume technical project roles as needed, ensuring effective support for the deployment of new solutions.
  • Soft Skills: Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team.
  • Change and Release Management: Ensure a secure and protected environment for clients and their systems. Maintain all end-point security and patching levels. Ensure that all client dashboards are secure to only the intended client's view.

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