L2 Service Desk Engineer — Windows, M365 & AD Support

NTT Philippines Solutions Inc.; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Job summary

NTT Philippines Solutions Inc. in Metro Manila is seeking an experienced L2 Service Desk specialist to handle escalated incidents from L1 and restore services quickly.

You will troubleshoot Windows, Microsoft 365, AD/Entra ID, Outlook, Teams, VPN, and networking, manage end-to-end tickets, and contribute to knowledge articles while following ITIL guidelines. Collaboration with global teams is expected.

Qualifications

• 2–4 years of experience in Service Desk, Desktop Support, Technical Support, or End-User Computing.
• Hands-on experience with Windows, Microsoft 365, Active Directory/Entra ID, Outlook, Teams, VPN, and basic networking.
• Familiarity with ITSM/ticketing tools such as ServiceNow, Jira Service Management, or BMC Helix.
• Good understanding of ITIL and incident/service request management.
• Certifications such as ITIL 4, CompTIA A+, MS-900, AZ-900, or SC-900 are an advantage.

Responsibilities

• Provide L2 technical support for incidents and service requests escalated from L1.
• Troubleshoot and resolve issues involving Windows, Microsoft 365, Active Directory/Entra ID, Outlook, Teams, VPN, network connectivity, and end-user devices.
• Manage tickets from escalation through resolution while meeting agreed SLAs.
• Escalate complex issues to L3 or specialized support teams when required.
• Provide timely updates to users and maintain complete ticket documentation.
• Support L1 agents with technical guidance and troubleshooting.
• Create and update knowledge articles and troubleshooting procedures.
• Identify recurring issues and recommend service or process improvements.
• Deploy laptops to new hires and refresh units to existing employees based on retention schedule.
• Willing to work on weekend shift (daytime).

Skills

L2 Support

Troubleshooting

Communication

Documentation

Education

Diploma or degree in IT, Computer Science, Computer Engineering, or related field

2–4 years of experience

Tools

ServiceNow

Jira Service Management

BMC Helix

MS Office / Outlook

Job description

NTT Philippines Solutions Inc. in Metro Manila is seeking an experienced L2 Service Desk specialist to handle escalated incidents from L1 and restore services quickly.

You will troubleshoot Windows, Microsoft 365, AD/Entra ID, Outlook, Teams, VPN, and networking, manage end-to-end tickets, and contribute to knowledge articles while following ITIL guidelines. Collaboration with global teams is expected.