Level 2/Level 3 Engineer, MSP

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

📋 Description

• Provide Level 2 technical assistance to end users within a Managed Service Provider (MSP) environment, addressing escalated desktop, application, and network issues in accordance with established SLAs.

• Deliver exceptional customer service via phone, email, and ticketing systems, ensuring a calm, professional, and friendly demeanor at all times.

• Administer and support Microsoft 365 services, including Admin Portal, Exchange Online, SharePoint, OneDrive, and Modern Workplace functionalities.

• Troubleshoot and provide support for Windows desktop operating systems, guaranteeing that devices are secure, updated, and functioning optimally.

• Diagnose and resolve networking issues across DHCP, DNS, LAN, WLAN, and WAN environments.

• Offer support for common business applications such as Microsoft Office, accounting platforms (e.g., MYOB, QuickBooks Online), Dropbox, and Adobe Creative Cloud.

• Execute the setup, troubleshooting, and maintenance of peripherals including printers, scanners, and cameras.

• Manage, prioritize, and resolve support tickets using a ticketing system (preferably Kaseya Autotask), ensuring accurate documentation and timely updates.

• Monitor and manage endpoints and alerts using RMM tools (preferably Datto RMM) to proactively identify and rectify issues.

• Implement, monitor, and troubleshoot backup solutions (e.g., Datto, StorageCraft) to ensure data protection and recoverability.

• Deploy and maintain endpoint security and XDR/antivirus solutions (e.g., Bitdefender), responding to security alerts and incidents as they arise.

• Provide basic server support and assist senior engineers with server-related tasks and escalations.

• Configure and support Fortinet firewalls, including initial setup, basic rule adjustments, and troubleshooting connectivity issues.

• Maintain precise technical documentation and contribute to knowledge base articles and internal process enhancements.

• Appropriately escalate complex issues while taking ownership to ensure resolution and follow up with clients.

⛳️ Requirements

• Proficient spoken English (near-native/neutral accent).

• At least 2 years of substantial experience in an MSP help desk role.

• Hands-on experience in an MSP environment with:

• ○ Windows Server

• ○ Microsoft 365

• ○ Google Workspace

• General MSP support environments.

• Strong experience with Windows Desktop Operating Systems.

• Solid hands-on experience with both Autotask and Kaseya RMM.

• Exceptional end-user support skills and a confident telephone presence.

• Experience in Microsoft 365 Administration and Support (Admin Portal/Exchange/SharePoint/OneDrive) within Modern Workspace.

• Good understanding of Networking Technologies (DHCP/DNS/LAN/WLAN/WAN).

• Business Application Support experience (e.g., Microsoft Applications, MYOB, QBOnline, Dropbox, Adobe CC, etc.).

• Proficiency in troubleshooting peripherals (e.g., printers/scanners/cameras).

• Familiarity with ticketing systems (ConnectWise Manage is desirable).

• Experience with Backup Technologies (Datto/StorageCraft is desirable).

• Experience with Antivirus/XDR Technologies (Bitdefender is desirable).

• Server support experience would be highly advantageous.

• Experience with Fortinet firewalls, particularly in setup.

• Confident in logging, managing, and closing tickets from start to finish.

• Familiarity with Google Workspace platforms.

🏝️ Benefits

• Comprehensive health benefits.

• Opportunities for professional development and training.

• Flexible work arrangements.

• A supportive and collaborative team environment.

• Competitive salary and performance-based incentives.