L2/L3 Helpdesk Engineer

3 days ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time
SUMMARY

We are seeking a highly skilled L2/L3 Helpdesk Engineer to join our IT support team. The ideal candidate is experienced in providing advanced technical support across a broad range of systems, is comfortable engaging directly with clients, and excels in troubleshooting complex issues without the aid of a dispatcher. This role requires strong communication skills, deep technical knowledge, and an ability to work independently in a fast-paced environment.

JOB RESPONSIBILITIES
  • Provide Level 2 and Level 3 support for end users across Windows, macOS (nice to have), and mobile platforms (iPhone, Android, Apple).
  • Support and troubleshoot Windows 11 and Windows Server environments.
  • Manage and resolve issues related to Microsoft 365, including integration with Google Workspace.
  • Administer and troubleshoot Entra ID (Azure AD) and conditional access policies.
  • Assist with access management for file servers, SharePoint, and OneDrive.
  • Troubleshoot and support VPN connectivity and VoIP systems.
  • Provide assistance and support for financial applications (nice to have).
  • Perform patch management across various systems and environments.
  • Utilize PowerShell for automation and administration tasks (nice to have).
  • Handle and resolve technical tickets within a ticketing system such as SuperOps, ConnectWise, Halo PSA, or Autotask.
  • Respond promptly to incoming support calls and emails, providing clear and effective troubleshooting without dispatcher involvement.
  • Participate in rotational on-call support coverage.
QUALIFICATIONS
  • Strong proficiency with Windows 11, Windows Server, and general Windows administration.
  • Familiarity with macOS and mobile device management (preferred but not required).
  • Hands-on experience with Microsoft 365, Google Workspace, and hybrid integration.
  • Working knowledge of Entra ID (Azure AD), identity management concepts, and conditional access configuration.
  • Experience supporting SharePoint, OneDrive, and file permission structures.
  • Basic understanding of VPN technologies and VoIP systems.
  • Experience with patch management tools and processes.
  • Ability to troubleshoot complex issues and resolve support tickets efficiently.
  • Strong experience using professional ticketing systems (SuperOps preferred).
  • Strong customer service orientation with an ability to communicate clearly via phone and remote tools.
  • Skilled at gathering detailed information from users, including those who are not technically experienced.
  • Comfortable working directly with clients, answering live calls, and resolving issues without a dispatcher.
  • Able to manage time effectively and prioritize urgent matters in a dynamic environment.

JOB REQUIREMENTS

  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.

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