Level 2 IT Support Engineer – Microsoft 365

F5 Hiring Solutions - F5 Global Talent; Philippines; Remote; PHP 500,000 - 700,000; Full time

Job summary

F5 Global Talent is seeking an experienced Level 2 IT Support Engineer to provide after-hours support for a U.S.-based IT environment. You will own escalated issues across Microsoft 365, Entra ID, Intune, Azure, Windows endpoints, DNS, and network connectivity, documenting findings and resolving problems independently whenever possible.

This is a true Level 2 role, not basic helpdesk, requiring strong troubleshooting and root-cause analysis.

Qualifications

• 4+ years of professional IT support experience with Level 2 responsibilities.
• Strong troubleshooting and root-cause-analysis skills.
• DNS and network-troubleshooting experience.
• Azure administration and troubleshooting experience.
• Intune and endpoint-management experience.
• Microsoft 365 administration and troubleshooting experience.
• Windows endpoint support and diagnostics experience.
• Experience troubleshooting MFA, authentication, synchronization, and access issues.
• Strong technical documentation and ticket-management habits.
• Excellent written and spoken English.
• Ability to work independently during after-hours shifts.
• Based in the Philippines.

Responsibilities

• Investigate and resolve Level 2 incidents beyond standard helpdesk.
• Diagnose DNS and network-connectivity issues using nslookup, ipconfig, ping, tracert.
• Troubleshoot DNS records (A, CNAME, MX, TXT).
• Administer and troubleshoot Microsoft Azure environments.
• Support Microsoft Entra ID users, groups, roles, permissions, and authentication.
• Configure and troubleshoot Microsoft Intune enrollment, compliance, and endpoint-management policies.
• Diagnose Windows endpoint issues.
• Resolve Microsoft 365 account, MFA, synchronization, and access problems.
• Maintain complete ticket notes and technical documentation.
• Create or update knowledge-base articles and SOPs.
• Escalate infrastructure-level issues with clear troubleshooting notes and handover information.

Skills

4+ years IT support

DNS troubleshooting

Azure admin

Intune / endpoint mgmt

Microsoft 365 admin

Windows endpoint support

MFA / auth issues

English proficiency

after-hours independence

documentation habits

Tools

Azure tools

Intune portal

Job description

F5 Global Talent is hiring an experienced Level 2 IT Support Engineer to provide after-hours technical support for an established U.S.-based IT environment.

You’ll take ownership of escalated issues involving Microsoft 365, Entra ID, Intune, Azure, Windows endpoints, DNS, and network connectivity. You’ll investigate beyond the immediate symptom, identify root causes, document what happened, and resolve issues independently whenever possible.

This is a true Level 2 role — not basic helpdesk support. You need to be comfortable troubleshooting technical problems without being walked through every step.

This is a full-time, remote role for candidates based in the Philippines. The schedule is approximately 45 hours per week on an after-hours shift, with exact hours confirmed during hiring.

WHAT YOU’LL DO

• Investigate and resolve Level 2 incidents that go beyond standard helpdesk troubleshooting
• Diagnose DNS and network-connectivity issues using tools such as nslookup, ipconfig, ping, and tracert
• Troubleshoot DNS records including A, CNAME, MX, and TXT records
• Administer and troubleshoot Microsoft Azure environments
• Support Microsoft Entra ID users, groups, roles, permissions, and authentication
• Configure and troubleshoot Microsoft Intune enrollment, compliance, and endpoint-management policies
• Diagnose Windows endpoint issues
• Resolve Microsoft 365 account, MFA, synchronization, and access problems
• Identify root causes and recommend permanent fixes for recurring issues
• Maintain complete ticket notes and technical documentation
• Create or update knowledge-base articles and SOPs
• Escalate infrastructure-level issues with clear troubleshooting notes and handover information

WHAT WE’RE LOOKING FOR

• 4+ years of professional IT support experience with hands-on Level 2 responsibilities
• Strong troubleshooting and root-cause-analysis skills
• Strong DNS and network troubleshooting experience
• Microsoft Azure administration and troubleshooting experience
• Strong Microsoft Intune and endpoint-management experience
• Microsoft 365 administration and troubleshooting experience
• Windows endpoint support and diagnostics experience
• Experience troubleshooting MFA, authentication, synchronization, and access issues
• Strong technical documentation and ticket-management habits
• Excellent written and spoken English
• Ability to work independently during after-hours shifts
• Based in the Philippines

NICE TO HAVE

• Conditional Access and device-compliance experience
• Endpoint-security experience
• Microsoft certifications such as AZ-900, MS-900, MS-102, MD-102, or similar
• Experience creating knowledge-base articles, SOPs, and troubleshooting guides

ABOUT F5 GLOBAL TALENT

F5 Global Talent connects experienced professionals with leading U.S. companies for full-time, long-term remote roles.

We are the direct employer and provide payroll, equipment, HR support, and ongoing support throughout the engagement.