Level 2 Helpdesk Engineer - Remote

2d2 days ago

ScalableOS

Remote · Full-time · PHP 360,000 – PHP 600,000

About this role

We are seeking a skilled and customer-focused Level 2 IT Support Engineer with previous experience working in an MSP environment. In this role, you will act as an escalation point, providing advanced technical support to our clients across a range of technologies.

You will troubleshoot issues related to end-user devices and company infrastructure, including Office 365, Windows Server, and cloud services. You will also follow proper company procedures for response time, escalation, communication, and documentation. Properly handling your ticket workspace in the help desk system is essential to keep everything clean and updated.

This role is part of a managed service provider (MSP) team, working remotely on a permanent night shift schedule. You will provide constant, proactive communication to clients to avoid frustration and ensure smooth support during working hours. The team values efficient ticket management and client satisfaction.

As a Level 2 engineer, you will handle escalated issues and develop expertise across a wide range of technologies. This position offers the opportunity to deepen your technical skills in an MSP setting while working from home. You will be a key escalation point for complex problems.

Requirements

4+ years of IT support experience in an MSP environment.
Strong knowledge of Windows desktop and server operating systems (Windows 10/11, Windows Server 2016+).
Experience supporting Microsoft 365, Azure AD, and related services.
Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, firewalls, VPNs).
Experience with virtualization platforms (e.g., VMware, Hyper-V).
Excellent troubleshooting and problem-solving skills.
Strong communication and customer service skills.

Responsibilities

Act as an escalation point, providing advanced technical support to clients across a range of technologies.
Troubleshoot issues related to end-user devices, including desktops, laptops, mobile devices, printers, scanners, applications, and Wi-Fi.
Troubleshoot issues related to company infrastructure, such as Office 365, G Suite, Windows Server environments, and cloud infrastructure.
Follow proper company procedures for response time, escalation, communication, and documentation.
Properly handle your ticket workspace in the help desk system, keeping everything clean, updated, and resolved in an aesthetically pleasing manner.
Provide constant, proactive communication to avoid customer frustration and long periods of downtime during working hours.
Utilize RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne) to manage tickets and monitor client systems.
Document solutions and update knowledge base to assist with recurring issues.