Help Desk Engineer II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide outstanding customer service and technical support to end users through phone, email, and remote support sessions.

• Act as the main escalation point for Level 1 Help Desk Engineers facing complex technical challenges.

• Oversee support tickets from start to finish, ensuring timely communication, accurate documentation, and compliance with SLAs.

• Execute advanced troubleshooting for Windows and Mac operating systems, Microsoft 365, networking, servers, and cloud services.

• Conduct root cause analysis and establish long-term solutions for recurring problems.

• Manage high-priority incidents and maintain effective communication with clients throughout the resolution process.

• Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID (Azure AD).

• Support virtualization environments utilizing VMware vSphere, ESXi, and Microsoft Hyper-V.

• Monitor and resolve issues related to backups, endpoint security, patch management, and business continuity solutions.

• Engage in infrastructure projects and client implementations.

⛳️ Requirements

• At least 4 years of experience in IT support.

• A minimum of 2 years of experience within a Managed Services Provider (MSP) environment is necessary.

• Demonstrated experience in supporting multiple clients and managing competing priorities in a dynamic environment.

• Experience as an escalation resource and mentoring junior technicians is highly preferred.

• Experience in participating in or leading infrastructure and migration projects is greatly valued.

• Strong time management, prioritization, multitasking, and problem-solving capabilities.

• Excellent analytical and critical thinking skills with a focus on customer satisfaction.

• Outstanding written and verbal communication skills in English, with the ability to effectively support US-based clients.

• Advanced experience in administration and troubleshooting of Windows Server, Microsoft 365, Active Directory, DNS, DHCP, VMware, and networking concepts.

🏝️ Benefits

• Competitive compensation based on experience, technical skills, and certifications.

• Reimbursement for certifications and opportunities for professional development.

• Health and dental insurance coverage.

• Paid vacation and time off benefits.

• Retirement benefits with employer contributions.

• Opportunities for career advancement and growth within a rapidly expanding MSP.

• Exposure to a wide range of technologies and client environments.