IT Support Engineer, Level 2

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

📋 Description

• Offer frontline IT support and handle incoming assistance calls

• Provide responsive and customer-oriented remote technical support

• Diagnose, troubleshoot, and resolve technical problems remotely

• Keep customers informed about the status of their requests and resolutions

• Escalate intricate or high-priority issues while ensuring customer ownership

• Record troubleshooting activities, resolutions, and communications with customers

• Support Microsoft Windows workstations, applications, updates, patches, hardware, and peripherals

• Diagnose issues related to internet, wired/wireless networks, VPN, DNS, DHCP, local networks, and remote access

• Assist with printers, print queues, print servers, scanners, multifunction devices, drivers, and peripherals

• Troubleshoot and manage customer firewall environments, including rules, VPNs, and network access

• Administer and support Microsoft 365 accounts, Exchange Online, mailboxes, groups, licenses, passwords, MFA, Teams, OneDrive, and SharePoint

• Support Microsoft Azure and Entra ID users, groups, authentication, MFA, SharePoint, devices, and basic resource/access administration

• Manage support requests in Autotask PSA and keep accurate ticket records

• Categorize, prioritize, acknowledge, and advance tickets within SLA timeframes

• Maintain technical notes, inform customers, escalate tickets, and manage queues until completion

• Execute IT deployments, onboarding, migrations, Microsoft 365, Azure/Entra ID, network/firewall, software rollout, office relocations, and infrastructure upgrade projects

• Carry out some project activities outside standard hours to minimize disruption for customers

• Identify recurring issues and report them to the broader IT team

• Work under the supervision of the Director of IT and take ownership of assigned tasks

⛳️ Requirements

• Candidate must be based in the Philippines

• Prior experience in an IT Helpdesk, Service Desk, Managed Service Provider (MSP), or IT Support Engineer role

• Strong knowledge of Microsoft Windows desktop operating systems

• Practical troubleshooting experience across workstations, applications, networks, and peripherals

• Experience in administering and supporting Microsoft 365

• Familiarity with Microsoft Azure and/or Microsoft Entra ID

• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi

• Experience troubleshooting printers and common business peripherals

• Knowledge of firewalls and network security fundamentals

• Experience with a ticketing or PSA system

• Strong written and verbal communication skills in English

• Confidence in communicating with customers via telephone

• Ability to manage multiple support requests and prioritize based on urgency and SLA requirements

• Strong attention to detail in technical documentation

• Comfortable working during Sydney operating hours instead of standard Philippine business hours

• Must be available for meetings and collaboration during core AEST or PHT business hours

• Must disclose any existing ongoing roles or client work

• Must reflect this engagement on LinkedIn as “Independent Contractor”

• Experience with Autotask PSA, MSP environments, Apple macOS, Microsoft Intune, Microsoft Defender, Microsoft Azure, Microsoft Entra ID, SharePoint Online, Microsoft Teams administration, RMM platforms, firewall administration, endpoint security, backup and disaster recovery, and IT infrastructure deployment is advantageous

🏝️ Benefits

• Company-provided laptop

• Necessary security software

• Productivity and collaboration applications

• Remote support and management tools

• Access to Autotask and other relevant IT management platforms

• Access to customer systems as needed to perform job duties

• Flexibility in managing work hours as a contractor