L2 Helpdesk Technician

ScalableOS; Makati; Remote; PHP 360,000 - 540,000; Full time

Job summary

ScalableOS in Makati (Philippines) is seeking a Level 2 Technician – IT & VoIP to resolve escalated issues across endpoints, servers, networks, and voice services for multiple MSP clients. You will own complex troubleshooting, perform configuration changes, and coordinate with vendors to ensure stable IT and VoIP delivery.

The ideal candidate has 3+ years in technical support, hands-on Windows/Microsoft 365 skills, and solid networking/VoIP experience.

Qualifications

• 3+ years in technical support roles, including MSP or multi-client environments.
• Strong Windows endpoints and Microsoft 365/Entra ID/AD skills.

Responsibilities

• Escalated IT support (L2) for desktops, laptops, printers, and standard business apps.
• Support M365/Entra ID/AD provisioning and basic group/policy issues.
• Perform L2 Windows Server tasks, event log review, patching, and file/permission troubleshooting.
• Troubleshoot network issues at L2 level (VPN, DNS/DHCP, firewall, Wi-Fi).
• Manage daily tickets in PSA with SLA adherence and client communication.
• Handle VoIP escalations (audio issues, dropped calls, registrations).
• Configure and maintain VoIP environments (call routing, queues, auto-attendants, voicemail).
• Provision IP phones/softphones using templates and platform tools.
• Investigate call quality issues via CDRs and network metrics; coordinate with carriers.

Skills

Technical support

Windows/MS 365

Networking/VoIP

PSA/RMM tools

Tools

Autotask

Kaseya

ConnectWise

SkySwitch

Job description

Makati Commercial Center, Philippines | Posted on 09/16/2026

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

The Level 2 Technician – IT & VoIP is responsible for resolving escalated technical issues across endpoints,servers, networks, and voice systems, delivering stable, high-quality IT andVoIP services for multiple MSP clients. This role owns complex troubleshooting,configuration changes, and vendor coordination, especially for VoIPenvironments where hosted experience is a strong advantage.

JOB RESPONSIBILITIES

Escalated IT support (L2)

• Own escalated tickets from L1 for desktops,laptops, printers, and standard business applications, resolving issues that gobeyond scripted fixes.
  
• Support Microsoft 365/Entra ID/AD: userprovisioning/deprovisioning, permissions, shared mailboxes, and basicgroup/policy issues.
  
• Perform L2 Windows Server tasks:troubleshoot common server issues, review event logs, manage disk space,coordinate patching/reboots during maintenance windows, and resolvefile/permission problems.
  
• Troubleshoot network issues at the L2level: site connectivity problems, firewall rules, DHCP/DNS issues, Wi ‑ Fi problems, and VPN connectivity.
  
• Work through a daily schedule of ticketsand tasks in the PSA, maintaining SLAs and keeping clients informed ofprogress.
  
• Handle escalated VoIP tickets from L1: noaudio/one ‑ way audio, dropped calls, registration issues, and recurring callquality complaints.
  
• Configure and maintain VoIP environments:call routing, ring groups, queues, auto ‑ attendants,voicemail policies, time schedules, and basic contact center flows.[18][4][3]
  
• Provision and update IP phones andsoftphones, using templates, bulk provisioning, and platform tools (SkySwitchor similar).
  
• Investigate call quality issues end ‑ to ‑ end: review CDRs, analyze network conditions (latency, jitter,packet loss), check QoS and firewall/NAT behavior, and implement correctivechanges.
  
• Work with SkySwitch (or othercarriers/providers) on platform or carrier-side issues, driving vendor ticketsto resolution and communicating outcomes internally.
  

Collaboration and escalation

• Act as a technical escalation point for L1techs on both IT and VoIP issues; coach them on recurring problems and bestpractices to reduce future escalations.
  
• Collaborate with the Service DeskCoordinator on ticket priority, scheduling, and handoffs, ensuring complex workis planned and communicated clearly to clients.
  
• Escalate to senior engineers or architectsfor project-level work, major incidents, or deep network/voice design changes,providing clean documentation and findings.
  

Documentation and continuous improvement

• Document all troubleshooting,configurations, and changes in the PSA and knowledge base so issues can beresolved faster next time.
  
• Identify patterns in recurring issues (ITor VoIP) and recommend improvements to standards, templates, and monitoring toreduce noise and improve reliability.
  

QUALIFICATIONS

Ideal technicalprofile

• 3+ years in technicalsupport roles, including at least 1–2 years in an MSP or multi ‑ client environment.
  
• Strong Windowsendpoint and Microsoft 365/Entra ID/AD skills (user management, commonpolicies, standard apps).
  

Windows Serverexperience

• Comfortableadministering modern Windows Server versions (2016/2019/2022) insmall–mid-sized environments.
  
• Active Directory:users, groups, basic OU structure, group membership, file/NTFS permissions.
  
• DNS and DHCP:create/modify scopes and reservations, troubleshoot name resolution issues,basic DHCP problems.
  
• Group Policy:understand, edit, and troubleshoot common GPOs impacting users and workstations(drive mappings, basic security/settings).
  
• Common L2 servertasks: basic server troubleshooting (services, event logs, disk space,performance symptoms), patching/reboot coordination, andconfiguring/troubleshooting file shares and permissions.
  
• Nice to have: Hyper ‑ V or VMware in SMB environments, andRDS/Terminal Services basics (sessions, simple app issues).
  

Networking and VoIP

• Solid networkingfundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoSconcepts.
  
• Hands-on VoIPexperience: provisioning IP phones/softphones, configuring call flows (ringgroups, queues, auto ‑ attendants),and troubleshooting call quality (jitter, latency, packet loss).
  
• SkySwitch or similarwhite ‑ label VoIP platformexperience (or equivalent multi ‑ tenantVoIP system) is a strong plus.
  

Tools and softskills

• Comfortable working inPSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all workthoroughly.
  
• Strong analytical,problem ‑ solving, and communicationskills; able to explain complex issues in simple terms to clients and L1 techs.
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent night shift schedule.