Remote L2 Escalation Engineer | MSP Service Desk

STAFFVIRTUAL, Inc.

Cebu City

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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Benefits offered by this job

HMO Day 1 + dependent coverage

Attendance bonus

Laptop, monitor, and accessories

Job summary

STAFFVIRTUAL, Inc. is hiring an L2 Escalation Engineer for a night-shift, remote role supporting US-based MSP clients. You will handle Service Desk escalations, manage Microsoft 365 environments, and guide junior technicians.

The role requires hands-on experience with Azure AD, Conditional Access, MFA, Intune, and endpoint management, along with Exchange Online, SharePoint Online, and OneDrive administration. Multi-tenant MSP experience is a plus.

Qualifications

Experience administering Microsoft Entra ID (Azure AD).
Experience configuring Conditional Access policies and MFA enforcement.
Hands‑on experience with Microsoft Intune and endpoint management.
Familiarity with Exchange Online, SharePoint Online, and OneDrive administration.
Experience working in a multi‑tenant MSP environment.
Microsoft certifications such as AZ-104 – Azure Administrator; MD-102 – Endpoint Administrator; MS‑102 – Microsoft 365 Administrator.

Responsibilities

Serve as a primary point of contact for incoming Service Desk calls, providing timely and professional technical support.
Perform ticket triage to properly prioritize, categorize, and route issues to the appropriate queue or escalation path.
Troubleshoot and resolve escalated technical issues across endpoint, identity, networking, and cloud services.
Communicate effectively with end users to gather technical details, explain resolutions, and ensure a high level of client satisfaction.
Administer Microsoft 365 environments across multiple client tenants.
Configure and maintain Conditional Access policies to enforce security requirements such as MFA and device compliance.
Assist with Exchange Online administration, including mailbox permissions and mail flow troubleshooting.
Assist with SharePoint Online and OneDrive troubleshooting, permissions management, and synchronization issues.