MSP Engineer L2 | Permanent WFH and Night Shift Schedule

SCALABLE OS CORP.; Makati; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Work from home

Job summary

SCALABLE OS CORP. is seeking a Level 2 IT Support Engineer with MSP experience to act as the escalation point for complex technical issues across End User Devices and Microsoft 365 environments.

You will manage tickets, ensure timely resolution, and uphold client satisfaction while following strict procedures. The role supports remote work with a permanent night shift and requires strong troubleshooting, communication, and customer service skills.

Qualifications

• 4 years of IT support experience in an MSP environment.
• Strong knowledge of Windows desktop and server OS (Windows 10/11, Windows Server 2016+).
• Experience supporting Microsoft 365, Azure AD, and related services.
• Familiarity with RMM and PSA tools (Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
• Solid understanding of networking (TCP/IP, DNS, DHCP, firewalls, VPNs).
• Experience with virtualization platforms (VMware, Hyper-V).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Willing to accept a long-term work-from-home arrangement.
• Amenable to a permanent night shift schedule.

Responsibilities

• Troubleshoot End User Devices (desktops, laptops, mobile, printers, scanners, apps, Wi-Fi).
• Troubleshoot Company Infrastructure (Office 365, Azure AD, Windows Server, cloud storage).
• Follow company procedures for response times, escalation, and documentation.
• Maintain a clean, updated ticket workspace in the help desk system.
• Provide proactive communication to minimize downtime and client frustration.

Job description

About the role

We are seeking a skilled and customer-focused Level 2 IT Support Engineer with previous experience working in an MSP environment. In this role, you will act as the escalation point, providing advanced technical support to our clients across a range of technologies. You'll be responsible for resolving complex issues, managing tickets efficiently, and ensuring client satisfaction.

Key responsibilities

• Troubleshooting issues related to End User Devices including but not limited to Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and more.
• Troubleshoot issues related to Company Infrastructure such as Office 365, G Suite, Windows Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage, Cloud authentication)
• Follow proper company procedures such as response time, escalation, communication, and documentation.
• Properly handle your ticket workspace in the help desk system - everything clean, updated, resolved properly, and generally done aesthetically
• Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.

About you

• 4 years of IT support experience in an MSP environment.
• Strong knowledge of Windows desktop and server OS (Windows 10/11, Windows Server 2016+).
• Experience supporting Microsoft 365, Azure AD, and related services.
• Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
• Solid understanding of networking (TCP/IP, DNS, DHCP, firewalls, VPNs).
• Experience with virtualization platforms (e.g., VMware, Hyper-V).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Willing to accept a long-term work-from-home arrangement.
• Amenable to a permanent night shift schedule.