L2 End-user Support

7 days ago

Taguig, National Capital Region, Philippines IT by Design Full time

L2 End-User Support Engineer (MSP Environment)

The Level 2 End-User Support Engineer provides advanced technical support and troubleshooting for client users within a Managed Service Provider (MSP) setup. This role handles escalated issues from Level 1, ensuring timely resolution of complex technical problems related to hardware, software, networking, and user applications.

The ideal candidate has strong communication skills, solid troubleshooting experience in Windows and Microsoft 365 environments, and the ability to work effectively across multiple client environments.

Key Responsibilities

  • Provide advanced remote and onsite technical support for escalated end-user issues.
  • Troubleshoot and resolve hardware, software, and network connectivity problems.
  • Manage and support Active Directory accounts, permissions, and group policies.
  • Administer Microsoft 365 (Exchange Online, Teams, OneDrive, and SharePoint).
  • Support Windows OS (10/11) installations, upgrades, and system performance issues.
  • Configure and troubleshoot printers, peripherals, and mobile devices.
  • Assist with VPN setup, remote access, and basic firewall troubleshooting.
  • Perform incident analysis, root cause identification, and proper documentation in the ticketing system.
  • Escalate unresolved issues to L3/System Engineers while maintaining ownership until resolution.
  • Collaborate with NOC and Infrastructure teams to ensure SLAs and client satisfaction are met.
  • Participate in on-call rotations or shift coverage as needed.

Qualifications & Experience

  • Bachelor's degree in Information Technology or related field (or equivalent experience).
  • 3–5 years of IT support experience, preferably in an MSP or enterprise environment.
  • Strong background in Windows desktop and server environments.
  • Experience supporting US, EMEA, or AUS clients preferred.
  • Excellent communication, documentation, and customer service skills.

Technical Skill Requirements

  • Operating Systems: Windows 10/11, Windows Server (basic understanding).
  • Applications: Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).
  • Directory Services: Active Directory, Group Policy, user account management.
  • Networking: Basic knowledge of TCP/IP, DNS, DHCP, and VPN troubleshooting.
  • Security: Endpoint protection, MFA, and patching practices.
  • Remote Tools: RMM/PSA tools (ConnectWise, N-Able, Datto, etc.).
  • Ticketing Systems: Experience with incident and service request workflows.
  • Certifications (preferred): CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent.

Job Types: Full-time, Permanent

Pay: Php30, Php55,000.00 per month

Benefits:

  • Discounted lunch
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Transportation service provided

Work Location: In person

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