L2 Service Desk Engineer: Incident Specialist & Coach

Satellite Office; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Satellite Office is seeking an L2 Service Desk Engineer to diagnose and resolve complex incidents beyond L1, while stabilising client environments and maintaining thorough technical records.

You will mentor L1 engineers, improve resolution approaches, and contribute to knowledge quality to reduce repeat incidents and escalations. Strong ITIL and hands-on Windows/Azure/M365 skills are essential.

Qualifications

• 3–5 years of experience in technical support with escalation handling.
• Proficiency in Windows Server, Active Directory, Azure/M365.
• Strong ITIL/ITSM knowledge with incident management experience.
• Experience mentoring junior staff and coordinating with vendors.
• Advanced certifications such as MS-102 or AZ-104, plus ITIL 4 Foundation.

Responsibilities

• Resolve incidents requiring advanced diagnosis beyond L1 across multiple systems.
• Mentor L1 engineers and share knowledge to improve resolution approaches.
• Maintain clear and reusable technical records and documentation.
• Participate in major incident response with status updates and fixes.
• Engage with third‑party vendors to drive case resolution and maintain context.

Skills

Advanced troubleshooting

Active Directory

Windows Server

Azure/M365 administration

Networking troubleshooting

ITIL / ITSM

Vendor engagement

Mentoring

Incident management

Communication skills

Tools

MS 365 Admin Center

Azure Portal

DNS/DHCP troubleshooting

Job description

Satellite Office is seeking an L2 Service Desk Engineer to diagnose and resolve complex incidents beyond L1, while stabilising client environments and maintaining thorough technical records.

You will mentor L1 engineers, improve resolution approaches, and contribute to knowledge quality to reduce repeat incidents and escalations. Strong ITIL and hands-on Windows/Azure/M365 skills are essential.