The Role
Seeking a remote Level 2 Helpdesk Engineer responsible for advanced technical support, troubleshooting end-user devices and infrastructure, managing tickets, and ensuring client satisfaction.
Summary Generated by Built In
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 2016+).
- 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
Skills Required
- 4+ years of IT support experience in an MSP environment
- Strong knowledge of Windows desktop and server operating systems
- Experience supporting Microsoft 365 and Azure AD
- Familiarity with RMM and PSA tools
- Solid understanding of networking fundamentals
- Experience with virtualization platforms
- Excellent troubleshooting and problem-solving skills
- Strong communication and customer service skills
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
ScalableOS is an expert offshoring company that connects growth-focused businesses with exceptional global talent, providing tailored offshore staffing solutions to enhance business efficiency and drive growth.
.png){kind=logo}
