L2 Service Desk Technician | Permanent WFH, Night Shift

SCALABLE OS CORP.; Makati; Remote; PHP 360,000 - 480,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Level 2 Technician to resolve escalated IT issues across endpoints, servers, networks, and VoIP services for multiple MSP clients.

You will own complex troubleshooting, configuration changes, and vendor coordination, especially for hosted VoIP environments where experience is a strong advantage. You will manage Windows Server tasks, Microsoft 365/Entra ID/AD, DNS/DHCP, VPNs, and VoIP environments like SkySwitch, while coaching L1 staff and documenting fixes in PSA

Qualifications

• 3+ years in technical support roles, MSP or multi-client environment recommended.
• Strong Windows endpoint and Microsoft 365/Entra ID/AD skills.
• Experience with Windows Server administration (2016/2019/2022).
• Knowledge of DNS, DHCP, Group Policy and basic network concepts.
• Hands-on VoIP experience and familiarity with multi-tenant VoIP platforms.

Responsibilities

• Resolve escalated tickets from L1 for desktops, laptops, printers, and standard apps.
• Support Microsoft 365/Entra ID/AD user provisioning/deprovisioning, permissions, mailboxes, and basic policy issues.
• Perform L2 Windows Server tasks: troubleshoot, review event logs, manage disk space, patching and reboots.
• Troubleshoot networking at L2 level: site connectivity, firewall rules, VPNs, DNS/DHCP, Wi‑Fi.

Skills

Windows

Microsoft 365

Entra ID/AD

DNS/DHCP

VoIP

SkySwitch

PSA tools

Networking

Tools

Hyper-V

VMware

Job description

SUMMARY

The Level 2 Technician is responsible for resolving escalated technical issues across endpoints, servers, networks, and voice systems, delivering stable, high-quality IT and VoIP services for multiple MSP clients. This role owns complex troubleshooting, configuration changes, and vendor coordination, especially for VoIP environments 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 go beyond scripted fixes.

• Support Microsoft 365/Entra ID/AD: user provisioning/deprovisioning, permissions, shared mailboxes, and basic group/policy issues.

• Perform L2 Windows Server tasks: troubleshoot common server issues, review event logs, manage disk space, coordinate patching/reboots during maintenance windows, and resolve file/permission problems.

• Troubleshoot network issues at the L2 level: site connectivity problems, firewall rules, DHCP/DNS issues, Wi‑Fi problems, and VPN connectivity.

• Work through a daily schedule of tickets and tasks in the PSA, maintaining SLAs and keeping clients informed of progress.

VoIP / Hosted VoIP-focused responsibilities

• Handle escalated VoIP tickets from L1: no audio/one‑way audio, dropped calls, registration issues, and recurring call quality 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 and softphones, using templates, bulk provisioning, and platform tools (SkySwitch or 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 corrective changes.

• Work with SkySwitch (or other carriers/providers) on platform or carrier-side issues, driving vendor tickets to resolution and communicating outcomes internally.

Collaboration and escalation

• Act as a technical escalation point for L1 techs on both IT and VoIP issues; coach them on recurring problems and best practices to reduce future escalations.

• Collaborate with the Service Desk Coordinator on ticket priority, scheduling, and handoffs, ensuring complex work is planned and communicated clearly to clients.

• Escalate to senior engineers or architects for 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 be resolved faster next time.

• Identify patterns in recurring issues (IT or VoIP) and recommend improvements to standards, templates, and monitoring to reduce noise and improve reliability.

QUALIFICATIONS

Ideal technical profile

• 3+ years in technical support roles, including at least 1–2 years in an MSP or multi‑client environment.

• Strong Windows endpoint and Microsoft 365/Entra ID/AD skills (user management, common policies, standard apps).

Windows Server experience

• Comfortable administering modern Windows Server versions (2016/2019/2022) in small–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 server tasks: basic server troubleshooting (services, event logs, disk space, performance symptoms), patching/reboot coordination, and configuring/troubleshooting file shares and permissions.

• Nice to have: Hyper‑V or VMware in SMB environments, and RDS/Terminal Services basics (sessions, simple app issues).

Networking and VoIP

• Solid networking fundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoS concepts.

• Hands‑on VoIP experience: provisioning IP phones/softphones, configuring call flows (ring groups, queues, auto‑attendants), and troubleshooting call quality (jitter, latency, packet loss).

• SkySwitch or similar white‑label VoIP platform experience (or equivalent multi‑tenant VoIP system) is a strong plus.

Tools and soft skills

• Comfortable working in PSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all work thoroughly.

• Strong analytical, problem‑solving, and communication skills; able to explain complex issues in simple terms to clients and L1 techs.

JOB REQUIREMENTS

• Should be willing to accept a long‑term work‑from‑home arrangement.

• Should be amenable to a permanent day shift schedule.