L2 Systems Escalation Engineer

ECI; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

ECI is seeking an experienced L2 Systems Escalation Engineer to support Windows Server, Azure AD, M365, Exchange Online, AVD, Cloud PC, and email security in a hybrid cloud environment. You will manage identity, mail flow, and security policies while enabling high availability and compliance for clients.

The role requires hands-on expertise with Proofpoint/Mimecast, PowerShell automation, and strong communication skills in English to coordinate with onsite teams and managers.

Qualifications

• 4–8 years of Windows Server and cloud infra experience.
• Hands-on experience with Exchange Online administration and mail flow.
• Experience with Azure AD and hybrid identity environments.
• Hands-on with Windows 365 Cloud PC administration and support.
• Experience deploying and troubleshooting Azure Virtual Desktop (AVD).
• Experience administering Proofpoint and/or Mimecast email security platforms.
• Strong PowerShell scripting and automation skills.
• Knowledge of EOP, DKIM, SPF, and DMARC concepts.
• Familiarity with Microsoft Intune and Conditional Access Policies preferred.
• Excellent communication skills in English, written and oral.

Responsibilities

• Administer and support Windows Server (AD DS, DNS, DHCP, GPO, DFS, Hyper‑V).
• Manage Azure AD for identity, authentication, and access management.
• Provide L2 support for Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Administer and troubleshoot Exchange Online mail flow and policies.
• Manage Windows 365 Cloud PCs including provisioning and lifecycle management.
• Administer and support Azure Virtual Desktop environments (host pools, session hosts, FSLogix).
• Manage email security platforms (Proofpoint/Mimecast) and secure mail flow configurations.
• Troubleshoot incidents related to accounts, mail flow, and cloud services.
• Implement security and compliance policies across Microsoft and third‑party platforms.
• Perform routine maintenance, patching, and vulnerability remediation.

Skills

Windows Server

Microsoft 365

Azure AD

Exchange Online

AVD

PowerShell

Email security

Identity management

ITIL processes

Hybrid cloud

Job description

Role Overview:

Seeking a skilled L2 Systems Escalation Engineer to provide L2 support for Windows Server, Azure AD, Microsoft 365, Exchange Online, Cloud PC (Windows 365), Azure Virtual Desktop (AVD), and email security platforms. The ideal candidate will manage, troubleshoot, and optimize Microsoft infrastructure environments while ensuring high availability, security, and compliance across cloud and hybrid platforms.

Key Responsibilities

• Administer and support Windows Server (AD DS, DNS, DHCP, Group Policy, DFS, Hyper‑V)
• Manage Azure AD (Microsoft Entra ID) for identity, authentication, and access management
• Provide L2 support for Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Administer and troubleshoot Exchange Online, mail flow, transport rules, mailbox permissions, shared mailboxes, retention policies, and email deliverability issues
• Manage and support Windows 365 Cloud PCs including provisioning, policies, performance monitoring, troubleshooting, and lifecycle management
• Administer and support Azure Virtual Desktop (AVD) environments including host pools, session hosts, FSLogix profiles, application delivery, and user access management
• Manage and troubleshoot Proofpoint and Mimecast email security platforms, including message tracing, spam filtering, threat protection, email continuity, archiving, and secure mail flow configurations
• Troubleshoot and resolve incidents related to user accounts, authentication, mail flow, messaging security, Cloud PCs, virtual desktops, and collaboration tools
• Implement and maintain security, compliance, Conditional Access, and email security policies across Microsoft and third‑party platforms
• Perform routine maintenance, updates, vulnerability remediation, and patch management activities
• Automate operational tasks using PowerShell scripting
• Participate in migration, upgrade, and modernization projects involving Microsoft 365, Azure services, Exchange Online, AVD, and Cloud PC technologies
• Monitor platform health, availability, performance, and capacity planning for supported services
• Participate in root cause analysis, incident management, problem management, and change management activities

Required Skills

• At least 4–8 years of experience in Windows Server, Microsoft 365, and cloud infrastructure environments
• Hands‑on experience with Exchange Online administration, troubleshooting, and mail flow management
• Experience supporting Azure AD (Microsoft Entra ID), Microsoft 365, and hybrid identity environments
• Hands‑on experience with Windows 365 Cloud PC administration and support
• Experience with Azure Virtual Desktop (AVD) deployment, administration, and troubleshooting
• Experience administering Proofpoint and/or Mimecast email security platforms
• Strong understanding of Exchange Online Protection (EOP), anti‑spam, anti‑phishing, DKIM, SPF, and DMARC concepts
• Strong PowerShell scripting and automation skills
• Experience with Microsoft Intune, Conditional Access Policies, and endpoint management is preferred
• Strong troubleshooting, analytical, and problem‑solving skills
• Understanding and execution of ITIL framework (especially Problem Management, Change Management, RCA, and RFC processes and procedures)
• Should be well versed in communication (English, written and oral) and be able to coordinate efficiently with onsite subordinates and direct in‑line managers
• Provide excellent customer service to internal IT customers, application owners, and end users
• Remain vigilant while continuing to maintain and enhance the overall security of ECI and the clients receiving our services
• Maintain awareness about the potential risks based on the environment they are operating in and the clients they are supporting

Working Conditions

• Ability to work in an independent environment with moderate supervision
• Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
• Ability to travel for business and work beyond normal business hours when necessary
• Ability to be flexible and successfully respond to multiple work pressures
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals

About ECI

ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top‑tier industry technologists by allowing them to work in fast‑paced and dynamic environments. Focusing on a “promote from within” culture allows our team to grow both personally and professionally.