This is a remote position.
SUMMARY
The L2 Managed Services Engineer plays a critical role in supporting and optimizing client IT environments within a Managed Services Provider (MSP) setting. This role serves as both a frontline support engineer and an escalation point for complex technical issues, requiring strong troubleshooting capabilities, adaptability, and a customer-first mindset.
The ideal candidate thrives in a fast-paced environment, is proactive in identifying and resolving issues, and is committed to delivering high-quality service while maintaining strong documentation and collaboration with internal teams. Success in this role is measured by timely issue resolution, customer satisfaction, and contribution to overall team performance.
JOB RESPONSIBILITIES
• Serve as a frontline engineer supporting client environments, ensuring minimal disruption to business operations
• Act as an escalation point for Level 1 issues, providing timely and effective resolution for complex technical problems
• Proactively monitor, troubleshoot, and optimize cloud and on-premise systems, including networking, storage, and security
• Install, configure, and test workstations, peripherals, and software to ensure optimal performance
• Maintain accurate and detailed documentation of troubleshooting steps, resolutions, and standard operating procedures
• Deliver excellent customer service, consistently exceeding client expectations
• Collaborate with internal teams to improve processes, workflows, and service delivery standards
• Participate in an on-call rotation to support after-hours incidents and urgent client needs
• Support continuous improvement initiatives and adapt to evolving business and technical requirements
Requirements
• 3+ years of technical support experience within a Managed Services Provider (MSP) environment
• Strong troubleshooting and analytical skills with the ability to prioritize based on issue severity
• Hands-on experience with:
- Windows Desktop and Windows Server (2016 and above)
- Microsoft 365, Google Workspace, and Remote Desktop Services
- DNS/DHCP administration and general networking troubleshooting
• Working knowledge of:
- Entra (Azure AD) and cloud environments
- WAN/LAN networking, routing, switching, and VPN technologies
- TCP/IP, VoIP, IPSEC, and QoS
• Experience supporting multiple platforms including Windows, macOS, Android, and iOS
• Strong documentation skills and adherence to process and compliance standards
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Positive, proactive attitude with a strong customer service orientation
CERTIFICATIONS
• CompTIA A+ (or equivalent experience)
• Network+ or Microsoft certifications (preferred)
• Scripting or automation-related certifications (nice to have)
Benefits
- Full Philippine Statutory Benefits
- 13th month Pay
- De Minimis Allowance
- Night shift differential pay
- PTO
- Health insurance
- Life insurance - (maximum of PHP 3M coverage)
- Equipment
