Level 2 Helpdesk Engineer

2 days ago

Manila, National Capital Region, Philippines ScalableOS Full time $40,000 - $60,000 per year

This is a remote position.

SUMMARY
We are seeking a skilled and customer-focused Level 2 IT Support Engineer with previous experience working in an MSP environment. In this role, you will act as an escalation point, providing advanced technical support to our clients across a range of technologies. You will be responsible for resolving complex issues, managing tickets efficiently, and ensuring client satisfaction.

JOB RESPONSIBILITIES
  • Troubleshoot issues related to end-user devices, including but not limited to desktops, laptops, mobile devices, printers, scanners, vendors, applications, Wi-Fi, and more.
  • Troubleshoot issues related to company infrastructure, such as Office 365, G Suite, Windows Server environments (2016, 2019), and cloud infrastructure (cloud file storage, cloud authentication).
  • Follow proper company procedures for response time, escalation, communication, and documentation.
  • Properly handle your ticket workspace in the help desk system; keep everything clean, updated, resolved properly, and generally done in an aesthetically pleasing manner.
  • Provide constant, proactive communication to avoid customer frustration or long periods of time spent on their computers during working hours.
QUALIFICATIONS
  • 4+ years of IT support experience in an MSP environment.
  • Strong knowledge of Windows desktop and server operating systems (Windows 10/11, Windows Server
  • Experience supporting Microsoft 365, Azure AD, and related services.
  • Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
  • Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, firewalls, VPNs).
  • Experience with virtualization platforms (e.g., VMware, Hyper-V).
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and customer service skills.
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.
Benefits
  • Full Philippine Statutory Benefits
  • 13th Month Pay
  • De Minimis Allowance
  • Night Shift Differential Pay
  • Paid Time Off (PTO)
  • Health Insurance
  • Life Insurance (maximum of PHP 3M coverage)
  • Company-Provided Equipment

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