L2/L3 ServiceDesk Engineer

IT by Design Philippines Inc.; Taguig; Hybrid; PHP 420,000 - 580,000; Full time

Benefits offered by this job

Competitive salary + bonus

HMO from Day 1

Night differential & holiday pay

13th-month pay

Life & Pet Insurance

Free meals, coffee & snacks

Free accommodation

Shuttle services

On-site work allowance

Learning and career growth

Global exposure

Job summary

IT By Design Philippines seeks a hands-on ServiceDesk Engineer (L2/L3) to support end-user issues in a global MSP setup. You will troubleshoot Windows, M365, AD, and networking, while managing user accounts and PCs. The role offers exposure to RMM tools, security practices, and IT projects across multiple regions.

The ideal candidate has 2-4+ years in IT support, strong communication skills, and the ability to work independently in a fast-paced MSP environment. MSP experience is a plus.

Qualifications

• 2-4+ years in IT Support, Service Desk or similar.
• Strong troubleshooting across Windows, M365, and AD.
• Working knowledge of TCP/IP, DNS, DHCP, VPN and Wi-Fi.
• Experience with ticketing systems and/or RMM tools is a plus.
• Strong problem-solving and communication skills.
• Ability to work independently in a fast-paced MSP environment.
• MSP experience is an advantage.

Responsibilities

• Provide L1/L2 technical support for hardware, software, and network issues.
• Troubleshoot Windows, M365, Active Directory, TCP/IP, DNS, DHCP, VPN and Wi‑Fi.
• Manage user accounts, permissions, workstation setup and access.
• Monitor systems and endpoints using RMM and security tools.
• Support patching, antivirus, maintenance and basic security activities.
• Escalate complex issues to senior engineers when needed.
• Document incidents and IT procedures for knowledge base.
• Contribute to IT projects and infrastructure upgrades.

Skills

Windows Troubleshooting

Microsoft 365

Active Directory

Networking (TCP/IP, DNS, DHCP, VPN, Wi

RMM Tools

Ticketing Systems

Customer Service

Problem Solving

Independent Work

MSP Experience

Tools

RMM Tools

Ticketing Systems

Job description

About the role

ServiceDesk Engineer - L2/L3 in a global MSP environment. This role offers hands-on exposure to end-user support, systems, networking, security, and RMM technologies, along with the opportunity to build your technical skills and grow your career in a global IT organization.

Key responsibilities

• Provide L1/L2 technical support for hardware, software, applications, and network issues

• Troubleshoot Windows, Microsoft 365, Active Directory, TCP/IP, DNS, DHCP, VPN and Wi-Fi

• Manage user accounts, permissions, workstation setup and access

• Monitor systems and endpoints using RMM and security tools

• Support patching, antivirus, system maintenance and basic security activities

• Troubleshoot PCs, laptops, mobile devices and other IT equipment

• Document incidents, solutions and IT procedures

• Escalate complex issues appropriately and collaborate with senior engineers

• Support IT projects, system upgrades and continuous improvement initiatives

About you

• 2-4+ years of experience in IT Support, Service Desk, Systems Administration or similar

• Strong troubleshooting experience across Windows, Microsoft 365 and Active Directory

• Working knowledge of networking: TCP/IP, DNS, DHCP, VPN and Wi-Fi

• Experience with ticketing systems and/or RMM tools is an advantage

• Strong problem-solving and analytical skills

• Excellent communication and customer-service skills

• Ability to work independently in a fast-paced environment

• MSP experience is a strong advantage

Benefits

• Competitive salary + performance bonus

• HMO from Day 1 + dependent coverage

• Night differential & holiday pay

• 13th-month pay and government-mandated benefits

• Life & Pet Insurance

• Free meals, coffee & snacks

• Free accommodation

• Shuttle services

• On-site work allowance

• Learning, development and career growth opportunities

• Global exposure across the US, Philippines and India

About us

IT By Design (ITBD) is a global technology and talent solutions company headquartered in New Jersey, with teams across the US, Philippines and India. We help Managed Service Providers scale through 24/7 Helpdesk, NOC, SOC, Cloud, Cybersecurity and IT talent solutions.