Level 2 Service Desk Engineer - Onsite
enablesGROUP
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Benefits offered by this job
Job summary
enablesGROUP in Ortigas, Pasig, PH seeks a Level 2 Service Desk Engineer to provide advanced cloud-based IT support. You will own escalated incidents, manage Microsoft 365, and maintain Halo ITSM records while coordinating with Level 1 and vendor teams to restore services quickly.
The role demands 2–4 years in L2 IT support, a BA/BS in IT or related field, and certifications like A+, Network+. On-site work schedule is fully on-site with occasional after-hours shifts; the company offers health
Qualifications
- Bachelor's degree in information technology or related field (preferred).
- Certifications such as CompTIA A+, Network+, MCP or equivalent.
Responsibilities
- Respond to and resolve Level 2 incidents and service requests.
- Troubleshoot desktop, laptop, server, and network issues.
- Maintain records in Halo ITSM and manage user access.
- Collaborate with Level 1 and vendors to restore services quickly.
- Provide training and mentorship to Level 1 staff.
Skills
Education
Tools
Job description
Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.
Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.
At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.
We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.
Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
20 leave credits for vacation, emergencies, sick days, and even your birthday!
Endless opportunities for career advancement with annual performance reviews and salary increases.
Company-provided laptop to set you up for success.
Convenient office location in Pasig, at the heart of Manila, accessible to all.
Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
In-house learning & development programs with access to the latest in AI and technology.
Job Title: Level 2 Service Desk Engineer
Location: Ortigas, Pasig, PH
Work Schedule: Fully On-Site, with availability to work occasional evenings, weekends, or on-call shifts as required.
The Level 2 Service Desk Engineer provides advanced technical support in a predominantly cloud-based environment, with limited on-premises infrastructure. The role supports both enablesGROUP employees and external clients to whom we provide managed IT services. It owns escalated incidents and service requests, administers Microsoft 365 services, maintains accurate records in Halo ITSM, and supports enterprise network connectivity and security. The successful candidate will work closely with Level 1 support, internal IT teams, vendors, client contacts, and business users to restore services quickly and improve the overall support experience.
Responding to and resolving technical issues escalated from Level 1 support.
Troubleshoot and diagnose hardware, software, and network problems.
Ensure timely and effective resolution of incidents and service requests.
Identify and analyze recurring issues to determine root causes.
Develop and implement solutions to prevent future occurrences.
Collaborate with other IT teams to address systemic issues.
Provide support for advanced technical issues related to desktops, laptops, servers, and network devices.
Assist with the installation, configuration, and maintenance of IT hardware and software.
Support users with application errors, connectivity issues, and other IT-related problems.
Manage user accounts, permissions, and access controls within various systems.
Monitor system performance and ensure the reliability and security of IT infrastructure.
Perform regular system updates, backups, and maintenance tasks.
Maintain accurate and detailed records of incidents, resolutions, and changes in the ticketing system.
Create and update technical documentation, knowledge base articles, and user guides.
Generate reports on support activities, trends, and system performance.
Provide training and support to Level 1 helpdesk staff and end-users.
Mentor junior team members and share technical knowledge within the team.
Stay updated with the latest technology trends, tools, and best practices.
Bachelor's degree in information technology, Computer Science, or a related field (preferred).
Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or equivalent.
Minimum of 2-4 years of experience in an L2 IT helpdesk or technical support role.
Proven experience in troubleshooting and resolving hardware, software, and network issues.
Proficiency in Windows and Mac operating systems.
Strong understanding of network protocols, configurations, and troubleshooting (TCP/IP, DNS, DHCP).
Experience with Active Directory via azure, Office 365, and virtualization technologies (VMware, Hyper‑V).
With background in supporting cloud platform services like, azure, google suite.
Experience in managing firewall, Sophos, FortiGate, etc.
With good understanding and background in managing cloud PBX / VOIP like, dialpad, 3cx, etc.
Familiarity with remote support tools and ticketing systems (e.g., freshservice, ServiceNow, Jira, TeamViewer).
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Customer-focused attitude with a commitment to providing high-quality support.
Work Arrangement: This is a full-time, fully on-site position. The successful candidate is expected to report to the office for all scheduled shifts; remote or hybrid work is not offered for this role.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Availability to work occasional evenings, weekends, or on-call shifts as required.
Ability to lift and move IT equipment as needed.
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