IT Support Engineer – Microsoft 365

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

📋 Description

• Deliver Level 2 technical assistance for escalated help desk requests and client inquiries, ensuring prompt resolution and thorough documentation.

• Identify, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking.

• Manage Microsoft 365 environments, including user administration, security protocols, email settings, and access controls.

• Support and maintain Active Directory environments, focusing on user accounts, group policies, permissions, and directory services.

• Effectively handle calls and tickets using the help desk system, updating statuses and clearly communicating progress.

• Aid in security administration tasks, such as multi-factor authentication, conditional access, email security, and basic incident response.

• Collaborate in a Microsoft Teams setting to communicate with colleagues and clients.

• Provide customer-facing support, articulating complex technical ideas clearly to clients.

• Refer complex issues to Level 3 engineers as necessary and assist in implementing solutions.

• Accurately document resolutions, procedures, and system modifications.

⛳️ Requirements

• Demonstrated experience in a Level 2 IT Support / Help Desk position, ideally within a Managed Service Provider (MSP) setting.

• Strong practical experience with Active Directory (AD).

• Proficient hands-on experience with Hosted Exchange.

• Solid hands-on experience in Microsoft 365 administration and security.

• Basic understanding of networking principles.

• Strong written and verbal communication skills in English, with clarity and precision.

• Experience in customer-facing roles supporting a variety of clients.

• Capability to work autonomously, prioritize tasks, and manage multiple tickets effectively.

• Familiarity with MS Teams for team collaboration and client communication.

• Excellent troubleshooting abilities across Windows environments and standard business applications.

• Experience with ticketing and call management systems in a help desk context.

• Exposure to endpoint security, backup solutions, and IT infrastructure management.

🏝️ Benefits

• Flexibility in work hours and location, prioritizing energy management over time management.

• Access to online learning resources and a budget for professional development.

• A collaborative environment free of silos, promoting learning and development among teams.

• A vibrant social culture with team lunches, social gatherings, and opportunities for creative contributions.

• Health insurance.

• Leave benefits.

• 13th Month Salary.