L2 Service Desk Engineer

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

📋 Description

• Address complex incidents that go beyond L1 scope through sophisticated diagnostics and troubleshooting.

• Restore client services and ensure client environments are stabilized.

• Identify root causes and implement advanced technical solutions.

• Maintain comprehensive, reusable technical documentation and knowledge records.

• Prioritize tasks and collaborate with colleagues to fulfill service commitments.

• Actively monitor supported systems and respond to alerts.

• Engage in major incident response, technical investigations, remedy implementations, status updates, and support for Incident Managers.

• Resolve issues within the L2 scope and escalate to L3 with thorough technical context when necessary.

• Clearly communicate issues, actions taken, and anticipated outcomes to clients.

• Achieve performance targets outlined in the Goals & Objectives plan.

• Participate in an on-call rotation as needed.

• Adhere to ITIL-based incident management, service requests, and escalation processes.

• Enhance resolution strategies and improve the quality of knowledge documentation.

• Ensure compliance with documentation, security, and audit standards for advanced technical tasks.

• Mentor L1 engineers and minimize preventable escalations.

• Collaborate with vendors and manage vendor cases to resolution.

⛳️ Requirements

• A minimum of 3–5 years of experience in technical support roles, progressing from frontline support to advanced troubleshooting.

• Proven experience in managing escalated incidents that require in-depth technical knowledge and systematic diagnostic methods.

• Advanced understanding of basic Windows Server operations.

• Proficient in Active Directory administration, including Group Policy, DNS, and DHCP troubleshooting.

• Azure/M365 administration experience that goes beyond basic knowledge.

• Networking troubleshooting skills, including issues related to connectivity, VPN, and fundamental firewall concepts.

• Awareness of security best practices.

• Strong grasp of ITSM frameworks; ITIL certification is required.

• Practical experience in incident management, major incident response, escalation management, and identifying problems.

• Demonstrated ability to mentor and develop junior team members.

• Experience in vendor engagement and coordination with third-party vendors.

• Microsoft 365 Certified: Administrator Expert (MS-102), Azure Administrator (AZ-104), or equivalent advanced platform expertise.

• ITIL 4 Foundation certification as the minimum baseline qualification.

• Preferred qualifications include CompTIA Network+, Security+, Microsoft certified tracks, or equivalent practical troubleshooting experience in MSP environments.

🏝️ Benefits

• Opportunities for learning, mentorship, and professional development.

• Team-building activities.

• Company-wide celebrations.

• Wellness programs.

• State-of-the-art office environments.

• Direct engagement with international clients and global brands.

• Continuous learning and development initiatives.

• Engaging employee programs.

• A vibrant and inclusive workplace culture.