Level 2 Helpdesk Engineer

4 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year
Job Summary

Join a supportive and progressive Managed Services team providing IT support to business and education clients. This is a fully remote, hands-on Level 2 role focused on delivering excellent customer service, resolving technical issues, and ensuring smooth client onboarding and service transitions.

About the Company

You'll be part of a UK-based Managed Service Provider with a growing client base across schools, academies, and businesses. The company prides itself on being open, approachable, and people-focused—encouraging professional development through mentorship, on-the-job training, and continuous learning opportunities. The culture values teamwork, communication, and a genuine commitment to helping clients succeed through great IT support.

Role Overview

As a Level 2 Helpdesk Engineer, you will play a key role in providing second-line technical support to clients, working through an established and well-supported helpdesk system. You will collaborate closely with colleagues to troubleshoot and resolve complex issues, lead client onboarding activities, and help deliver seamless transitions for new customers.

This role requires strong hands-on technical experience, excellent communication, and the ability to work effectively and autonomously in a remote environment.

Key Responsibilities
  • Provide second-line technical support to clients across multiple platforms including Windows, macOS, iOS, and Android.
  • Communicate effectively with clients via telephone, email, and video meetings to resolve incidents and provide updates.
  • Assist in the onboarding of new business and education clients, including technical setup, service integration, and transition support.
  • Implement IT products and managed services into client environments and ensure smooth delivery.
  • Maintain clear and consistent documentation of tickets, onboarding progress, and system configurations.
  • Support helpdesk operations, including triage, workload management, and occasional coordination of team activities.
  • Collaborate with colleagues to continuously improve service processes, knowledge sharing, and user experience.
  • Participate in regular training and development to expand technical and customer service capabilities.
Essential Skills and Experience
  • Minimum of 5 years' IT support experience, including at least 2 years in a Managed Service Provider (MSP) or similar environment.
  • Proven experience providing Level 2 technical support across operating systems and cloud environments.
  • Strong communication and interpersonal skills, with the ability to explain complex issues clearly and professionally.
  • Experience with MSP tools, ticketing systems, and remote monitoring platforms.
  • Ability to work independently and manage multiple priorities in a fully remote setup.
Preferred Skills and Experience
  • Experience in client onboarding or training users on new systems.
  • Familiarity with Microsoft 365, Azure AD, and related service environments.
  • Experience supporting education sector clients (schools or academies).
  • A collaborative and proactive approach to teamwork and service improvement.
  • Industry-recognised certifications such as CompTIA A+ / Network+ / Microsoft 365 Certified: Modern Desktop Administrator.

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