The Role
Own and resolve Level 2 incidents in a multi-client MSP environment, troubleshooting Windows, applications, Microsoft 365, servers, Active Directory, networking, and security tools. Document work in the ITSM system, maintain service levels, communicate with customers, identify recurring issues, contribute to knowledge articles and procedures, and mentor Level 1 analysts. Escalate thoroughly diagnosed issues to infrastructure teams while operating within approved change controls.
Summary Generated by Built In
Role & Responsibilities
Incident Ownership & Escalation
• Take ownership of incidents escalated from Level 1 and drive them to resolution
• Perform advanced desktop, application and Microsoft 365 troubleshooting
• Diagnose complex customer incidents and networking faults
• Act as the escalation bridge between support and the systems and infrastructure teams
• Complete full diagnostics before escalating to CIS Admin or Infrastructure Engineer, with a clear evidenced handover
Communication & Records
• Ensure all work, updates and communications are recorded in the ITSM system
• Respond promptly when a ticket reaches customer-replied status or on any direct request through any channel
• Keep affected customers and internal stakeholders informed through the ticket
Quality & Continuous Improvement
• Maintain service levels, availability and quality on owned incidents
• Identify recurring issues and raise them for permanent remediation or automation
• Contribute to knowledge base articles and standard operating procedures
• Support and mentor Level 1 analysts where appropriate
Role Boundaries & Expectations
• This role is operational, focused on incident resolution and escalation, not architecture or infrastructure design
• Production changes are executed under approved change control raised by the systems or infrastructure teams
• Risk acceptance and architecture decisions remain with the GM and CTO
• Success is measured by resolution quality, communication, documentation and process adherence
Requirements
Required Experience & Essential Skills
Understanding and practical experience with:
Essential
• Proven Level 2 experience in an MSP or comparable multi-client environment
• Advanced Windows desktop and application support
• Microsoft 365 administration (Exchange Online, Entra ID, Teams, SharePoint)
• Windows Server administration and Active Directory / domain administration
• Networking faults and diagnostics: IPv4, VLANs, routing, switching, DNS, DHCP
• At least one security product suite, ideally Sophos
• RMM platform experience, ideally NinjaRMM
• High discipline with documentation and time tracking in an ITSM system
• Excellent spoken and written English
Desirable
• Microsoft certification (required for at least a portion of the team to meet partner benefit thresholds)
• Hosted PBX / VoIP / SIP support (3CX advantageous)
• Sophos XGS firewall administration
• Exposure to virtualisation (Proxmox VE preferred)
• Scripting for repetitive tasks (PowerShell, Bash)
• Experience working remotely with Australian-based teams
Skills Required
- Proven Level 2 experience in an MSP or comparable multi-client environment
- Advanced Windows desktop and application support experience
- Microsoft 365 administration, including Exchange Online, Entra ID, Teams, and SharePoint
- Windows Server administration and Active Directory or domain administration
- Networking fault diagnosis involving IPv4, VLANs, routing, switching, DNS, and DHCP
- Experience with at least one security product suite, ideally Sophos
- RMM platform experience, ideally NinjaRMM
- Strong documentation and time-tracking discipline in an ITSM system
- Excellent spoken and written English
- Microsoft certification
- Hosted PBX, VoIP, or SIP support experience; 3CX advantageous
- Sophos XGS firewall administration experience
- Virtualization exposure, preferably Proxmox VE
- PowerShell or Bash scripting experience for repetitive tasks
- Experience working remotely with Australian-based teams
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The Company
What We Do
OutForce is an Australian-owned and managed BPO company based in the Philippines. It provides professional offshore staffing and facilities solutions, helping organizations develop offshore operations, scale affordably, and improve efficiency. Its services span recruitment and HR, payroll, IT support, compliance, and AI-driven hiring, with secure infrastructure and optimized processes designed to deliver capable teams and business continuity for growing businesses worldwide.
