The Role
Provides after-hours Tier 2 MSP support by managing ticket queues, troubleshooting Windows and Mac endpoints, supporting Microsoft 365 and user accounts, responding to RMM/NOC alerts, performing overnight patching and maintenance, resolving basic network issues, documenting work, and handing off open issues to the U.S. team. The role requires rotating evening, weekend, and holiday shifts in a long-term remote arrangement.
Summary Generated by Built In
SUMMARY
The Network Engineer Tier 2 is a critical part of the Client’s service team and covers
their help desk outside of US business hours. The Engineer works on tickets in the
Client’s systems, keeps the after-hours queue moving, completes scheduled
maintenance overnight, and hands a clean board to the US team each morning.
The role will support the Client’s 24/7 MSP operations outside normal U.S. business
hours, primarily handling ticket backlogs, OS/computer updates, network
infrastructure work, and occasional incoming support calls.
RESPONSIBILITIES
• Triaging and working tickets in an assigned queue.
• Answering occasional after-hours phone calls and emails for support requests.
Phone volume is low; most work is in the ticket queue.
• Assisting end users with routine requests such as password resets, account
lockouts, MFA resets, and Outlook and Microsoft 365 issues.
• Working scheduled tickets remotely, including application installs,
configuration changes, and remote diagnostics.
• Working RMM and NOC alert tickets in Kaseya, such as offline devices, low
disk space, failed services, and failed backups.
• Completing overnight maintenance from documented runbooks: patching,
scheduled reboots, firmware updates, and Windows 11 upgrades.
• Assisting with basic network and connectivity troubleshooting.
• Entering time, notes, and a clear next step on every ticket worked.
• Escalating issues to a queue that is reviewed by the manager each day during
the 8am-5pm Pacific Time/PST window.
• Escalating customer account questions that fall outside normal scope to the
Service Manager.
• Handing off at shift change so any tickets worked have clear next steps when
the US team starts the day.
QUALIFICATIONS
• At least 5 years of IT help desk experience (including NOC/RMM).
• Excellent verbal and written communication skills.
• Ability to troubleshoot Windows and Mac computers remotely (OS
troubleshooting, updates, configuration, and general endpoint support).
• Experience in the following:
o Creating and managing user accounts in Microsoft Active Directory and
Microsoft 365 / Entra ID.
o Microsoft 365 support, including Exchange Online, Outlook, and MFA.
o Installing and removing applications and printers on Windows
computers.
o Basic network connectivity concepts such as TCP/IP, switches, routers,
internet connections, DHCP, and DNS.
• Managed Service Provider (MSP) experience is strongly preferred. Candidates
from other IT support environments can be considered.
• Working in a PSA ticketing system. ConnectWise experience preferred, but
equivalent ticketing-system experience is acceptable.
• Working with an RMM tool and patch management. Kaseya experience
preferred.
• Ability to follow written procedures exactly and document work as it is done.
• Strong phone support and client-facing communication.
• Ability to explain issues clearly, provide workarounds, and manage customer
expectations.
• Certifications, such as CompTIA A+, CompTIA Network+, or Microsoft 365
certifications, are desired.
Attributes
• Excellent customer service skills, in writing and on the phone
• A desire to provide excellent service to customers
• Ability to work in a team, including a team in a different time zone
• Desire to grow professionally
• Strong work ethic
• Reliable and on time for every shift
• Comfortable working independently on a shift with limited live support
• Asks before acting when a procedure does not cover the situation
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to shift schedules that include evenings, weekends, and
holidays.
• Specific shift assignments will be determined based on team coverage/operational needs and may rotate (US Time Zone).
Skills Required
- At least 5 years of IT help desk experience, including NOC/RMM experience
- Excellent verbal and written communication skills
- Ability to troubleshoot Windows and Mac computers remotely
- Experience creating and managing user accounts in Microsoft Active Directory and Microsoft 365 or Entra ID
- Microsoft 365 support experience, including Exchange Online, Outlook, and MFA
- Experience installing and removing applications and printers on Windows computers
- Knowledge of TCP/IP, switches, routers, internet connectivity, DHCP, and DNS
- Experience working in a PSA ticketing system
- Experience with RMM tools and patch management
- Ability to follow written procedures and document work accurately
- Strong phone support and client-facing communication skills
- Ability to explain issues, provide workarounds, and manage customer expectations
- Willingness to work a long-term work-from-home arrangement
- Willingness to work evening, weekend, holiday, and potentially rotating shifts
- Managed Service Provider experience
- ConnectWise experience
- Kaseya experience
- CompTIA A+, CompTIA Network+, or Microsoft 365 certification
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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.
