L2 Technical Support

Gabtech Global, LLC; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Gabtech Global, LLC is seeking a skilled L2 Technical Support professional to deliver advanced troubleshooting for MSP clients. You will own incidents, perform deep-dive diagnostics across endpoints, servers, and cloud, and coordinate with L3 for complex migrations and infrastructure changes.

Ideal candidates have 4-6 years in IT support, MSP experience, and strong AD, M365, networking and security tooling skills, with certifications in ITIL Foundations and CompTIA suites in sight.

Qualifications

• 4-6 years of IT Support experience, with at least 2+ years in L2 role within an MSP.
• MSP experience highly preferred and strong ownership of incidents.
• Microsoft 365 Administration (Exchange, Teams, SharePoint) proficiency.
• Windows/AD Environment Support with 3-5 years of experience.
• Networking fundamentals including DNS, DHCP, TCP/IP, VPN troubleshooting.
• Experience with SaaS platforms and license management.
• Familiarity with RMM/PSA tools (ConnectWise, Datto RMM, N-able).
• Excellent analytical and troubleshooting mindset with log analysis and RCA.

Responsibilities

• Provide Level 2 technical support with full ownership of incidents, resolving before escalation when possible.
• Act as primary escalation point for L1, handling complex issues beyond standard troubleshooting.
• Perform deep-dive troubleshooting across endpoints, servers, and cloud environments.
• Resolve issues related to Active Directory (GPO troubleshooting, permissions, replication).
• Handle Windows OS issues (desktop/server), including performance, patching, and errors.
• Troubleshoot network issues (DNS, DHCP, TCP/IP, VPN) and identify root causes.
• Support and troubleshoot VoIP systems and call quality issues.
• Perform endpoint management (imaging, patching, software deployment, security hardening).
• Manage security incidents at endpoint/user level (malware remediation, account compromise response).
• Administer SaaS platforms and licensing, including access issues and integration troubleshooting.
• Conduct root cause analysis for recurring issues and implement preventive fixes.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with L3 for infrastructure redesigns and complex migrations.

Skills

Microsoft 365

Active Directory

Networking

SaaS licenses

RMM/PSA tools

Troubleshooting

Documentation

Root cause analysis

Communication

Escalation management

Education

ITIL Foundation

CompTIA A+

CompTIA Net+

CompTIA Security+

Tools

ConnectWise

Datto RMM

N-able

Job description

Job Title: L2 Technical Support

Work Type:

• Remote/WFH
• Full-time

Working Hours: TBD (UsuallyUS Hours/Night shift)

Start Date: ASAP

JOB ROLE & RESPONSIBILITIES:

• Provide Level 2 technical support with full ownership of incidents, ensuring resolution before escalation whenever possible
• Act as the primary escalation point for L1, handling complex issues beyond standard troubleshooting
• Perform deep-dive troubleshooting across endpoints, servers, and cloud environments
• Resolve issues related to:
• Active Directory (user issues, GPO troubleshooting, replication checks, permissions)
• Windows OS (desktop & server) including performance, patching, and system errors
• Troubleshoot network-related issues (DNS, DHCP, TCP/IP, VPN connectivity), identifying root causes without redesigning infrastructure
• Support and troubleshoot VoIP systems, call quality issues, and configuration problems
• Perform endpoint management (imaging, patching, software deployment, security hardening)
• Handle security incidents at endpoint/user level (malware remediation, account compromise response)
• Administer SaaS platforms and licensing, including access issues and integration troubleshooting
• Conduct root cause analysis (RCA) for recurring issues and implement preventive fixes
• Create and maintain technical documentation and knowledge base articles
• Collaborate with L3 for:
• Infrastructure redesign
• Complex migrations
• Advanced network/firewall configurations
• Ensure adherence to SLA/KPI targets in an MSP environment

JOB REQUIREMENTS:

• 4-6 years of IT Support experience, with at least 2+ years in L2 role within an MSP
• Proven ability to resolve complex issues independently without immediate escalation
• Strong hands-on experience with:

Microsoft 365 Administration (Exchange, Teams, SharePoint)

Active Directory (GPO troubleshooting, permissions, replication awareness)

• Solid understanding of:

Networking fundamentals (DNS, DHCP, TCP/IP, VPN troubleshooting)

SaaS platforms and license management

• Experience with RMM and PSA tools (e.g., ConnectWise, Datto RMM, N-able)
• Strong analytical and troubleshooting mindset (log analysis, pattern recognition, RCA)
• Ability to handle escalations, prioritize effectively, and work with minimal supervision
• Excellent communication skills with client-facing experience
• Currently, hold or be willing and able to obtain the following certifications within the designated timeframe after onboarding:

ITIL Foundation

CompTIA A+

CompTIA Net+

CompTIA Security+

EXPERIENCE:

• MSP Experience: Required
• L2 Technical Support: 2+ years
• Microsoft 365 Administration: 3+ years (Required)
• Windows / AD Environment Support: 3-5 years