Level 2 IT Engineer — MSP Environment

MedHealth Connect Outsourcing Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

MedHealth Connect Outsourcing Inc. is seeking a Level 2 IT Engineer to provide advanced technical support across multiple client environments.

You will own escalated incidents, troubleshoot Windows workstations and servers, and collaborate with Level 3 engineers to implement fixes. The role covers Microsoft 365 management, Active Directory, network and security posture, backup and disaster recovery, and automation using PowerShell.

Responsibilities

• Take ownership of escalated Level 1 tickets and complex issues.
• Troubleshoot Windows workstations, servers, apps, and network connectivity.
• Perform root-cause analysis and resolve incidents within MSP SLAs.
• Provide remote and onsite support as needed.
• Administer Microsoft 365 environments including Exchange Online.
• Manage Active Directory and Entra ID.
• Support Windows Server, DNS, DHCP, and Group Policy.
• Troubleshoot LAN/WAN, VPNs, and firewall issues.
• Create and maintain technical procedures and knowledge docs.

Job description

Role Overview

The Level 2 IT Engineer provides advanced technical support to multiple client environments, handling escalated incidents that cannot be resolved by Level 1 support. The role focuses on troubleshooting, administration, infrastructure support, root-cause analysis, and assisting with IT projects.

Key Responsibilities

1. Advanced Technical Support

• Take ownership of escalated Level 1 tickets and complex technical issues.

• Troubleshoot Windows workstations, servers, applications, and network connectivity.

• Diagnose recurring issues and perform root-cause analysis.

• Resolve incidents within defined MSP SLAs.

• Provide remote and onsite support when required.

• Communicate technical issues and solutions clearly to clients and internal teams.

2. Microsoft 365 & Identity

• Administer and troubleshoot Microsoft 365 environments.

• Manage Exchange Online, Teams, SharePoint, and OneDrive.

• Administer Active Directory and Microsoft Entra ID.

• Troubleshoot authentication, permissions, MFA, Conditional Access, and account issues.

• Manage Group Policy and user/device policies.

• Perform user onboarding, offboarding, and access management.

3. Server & Infrastructure Support

• Support Windows Server environments.

• Troubleshoot Active Directory, DNS, DHCP, file/print services, and Group Policy.

• Monitor server health, performance, disk space, and system events.

• Perform server maintenance, patching, and upgrades.

• Support virtual environments such as VMware or Hyper-V.

• Troubleshoot server and infrastructure-related outages.

4. Networking

• Troubleshoot LAN/WAN connectivity issues.

• Work with TCP/IP, DNS, DHCP, VLANs, routing, and VPNs.

• Troubleshoot switches, wireless networks, and firewalls.

• Analyze network performance and connectivity problems.

• Assist with network deployments, configuration changes, and upgrades.

5. Security & Endpoint Management

• Monitor and troubleshoot endpoint security/EDR alerts.

• Support antivirus, security policies, MFA, and device compliance.

• Investigate suspicious endpoint or account activity and investigate suspicious endpoint or account activity and

• Assist with vulnerability remediation and security hardening.

• Maintain secure configurations across client environments.

6. Backup & Disaster Recovery

• Monitor client backup systems.

• Investigate failed or incomplete backups.

• Perform file, system, and server restores when required.

• Assist with disaster-recovery testing and documentation.

• Escalate backup failures that present significant business continuity risks.

7. RMM, PSA & Automation

• Use RMM tools to monitor and manage client endpoints and servers.

• Review alerts and proactively resolve issues before they become incidents.

• Maintain accurate PSA/ticket documentation.

• Create or modify PowerShell scripts to automate repetitive tasks.

• Develop technical procedures and knowledge-based documentation.

8. Projects & Implementation

• Participate in client infrastructure projects and migrations.

• Assist with Microsoft 365 migrations, workstation deployments, server upgrades, network changes, and security projects.

• Implement approved technical solutions.

• Coordinate with Level 3 engineers, project managers, vendors, and clients.

• Ensure project work is properly documented and transitioned into ongoing support.

9. Escalation

• Review escalated tickets and help identify appropriate troubleshooting paths.

• Escalate highly complex issues to Level 3 with clear documentation of troubleshooting performed.

• Share knowledge and contribute to internal technical standards