Remote L2 IT Support Engineer – Windows, AD & Cloud

Gabtech Global, LLC; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Gabtech Global, LLC is seeking a skilled L2 Technical Support professional to deliver advanced troubleshooting for MSP clients. You will own incidents, perform deep-dive diagnostics across endpoints, servers, and cloud, and coordinate with L3 for complex migrations and infrastructure changes.

Ideal candidates have 4-6 years in IT support, MSP experience, and strong AD, M365, networking and security tooling skills, with certifications in ITIL Foundations and CompTIA suites in sight.

Qualifications

• 4-6 years of IT Support experience, with at least 2+ years in L2 role within an MSP.
• MSP experience highly preferred and strong ownership of incidents.
• Microsoft 365 Administration (Exchange, Teams, SharePoint) proficiency.
• Windows/AD Environment Support with 3-5 years of experience.
• Networking fundamentals including DNS, DHCP, TCP/IP, VPN troubleshooting.
• Experience with SaaS platforms and license management.
• Familiarity with RMM/PSA tools (ConnectWise, Datto RMM, N-able).
• Excellent analytical and troubleshooting mindset with log analysis and RCA.

Responsibilities

• Provide Level 2 technical support with full ownership of incidents, resolving before escalation when possible.
• Act as primary escalation point for L1, handling complex issues beyond standard troubleshooting.
• Perform deep-dive troubleshooting across endpoints, servers, and cloud environments.
• Resolve issues related to Active Directory (GPO troubleshooting, permissions, replication).
• Handle Windows OS issues (desktop/server), including performance, patching, and errors.
• Troubleshoot network issues (DNS, DHCP, TCP/IP, VPN) and identify root causes.
• Support and troubleshoot VoIP systems and call quality issues.
• Perform endpoint management (imaging, patching, software deployment, security hardening).
• Manage security incidents at endpoint/user level (malware remediation, account compromise response).
• Administer SaaS platforms and licensing, including access issues and integration troubleshooting.
• Conduct root cause analysis for recurring issues and implement preventive fixes.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with L3 for infrastructure redesigns and complex migrations.

Skills

Microsoft 365

Active Directory

Networking

SaaS licenses

RMM/PSA tools

Troubleshooting

Documentation

Root cause analysis

Communication

Escalation management

Education

ITIL Foundation

CompTIA A+

CompTIA Net+

CompTIA Security+

Tools

ConnectWise

Datto RMM

N-able

Job description

Gabtech Global, LLC is seeking a skilled L2 Technical Support professional to deliver advanced troubleshooting for MSP clients. You will own incidents, perform deep-dive diagnostics across endpoints, servers, and cloud, and coordinate with L3 for complex migrations and infrastructure changes.

Ideal candidates have 4-6 years in IT support, MSP experience, and strong AD, M365, networking and security tooling skills, with certifications in ITIL Foundations and CompTIA suites in sight.