Remote L2 MSP Engineer - IT Support & Escalation

ConnectOS; Philippines; On-site; PHP 669,600 - 1,004,400; Full time

Benefits offered by this job

Fully Remote Arrangement

Medical, Dental & Life Insurance

Paid Vacation & Sick Leave

Annual appraisal

Financial Assistance Program

13th Month Pay

Team events & career growth

HQ at Mega Tower, EDSA (Metro Manila)

Job summary

ConnectOS is seeking an experienced L2/L3 Support Engineer for our remote MSP team in the Philippines. You will handle end-user calls, emails, and tickets, log incidents in ITSM, and ensure SLA performance while coordinating with stakeholders.

Responsibilities include installing and configuring hardware/software, diagnosing faults, and mentoring junior staff. Prior experience with ConnectWise and ITIL practices is preferred.

Qualifications

• Experience as L2/L3 engineer in MSP environment.
• Experience using ConnectWise or other ITSM tools.
• Ability to deal with busy, high-pressure situations.
• Excellent communication skills and attention to detail.
• High level of customer service and ability to comply with Service Management processes.
• Good knowledge of End User Compute & Terminal Services.
• Experience managing desktop user profiles, Outlook and network printers.
• Demonstrate professional behaviour when interacting with suppliers, staff and customers.
• Ability to maintain detailed and accurate records.
• Ability to work independently with minimal supervision.

Responsibilities

• Field incoming end user calls, emails and tickets.
• Log all Incidents and Service Requests accurately in the ITSM tool.
• Prioritise and schedule resolution of tickets and escalate as needed.
• Ensure customer Service Level Agreements (SLA) and customer expectations are met.
• Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets.
• Install and configure computer hardware, software, systems, printers and scanners.
• Investigate, diagnose and resolve computer software and hardware faults including repairing equipment and replacing parts where applicable.
• Adhere to the Service Desk Procedures outlined as part of this employment.
• Support and contribute to the team and company culture.
• Mentor junior staff members and be actively involved in their development.
• Serve as an escalation point for team members and clients.

Skills

MSP experience

ITSM tools

High-pressure handling

Communication

Customer service

End User Compute

Terminal Services

Profile management

Outlook management

Independent work

Documentation

Education

Related IT diploma or degree

Tools

ConnectWise

Kaseya

Job description

ConnectOS is seeking an experienced L2/L3 Support Engineer for our remote MSP team in the Philippines. You will handle end-user calls, emails, and tickets, log incidents in ITSM, and ensure SLA performance while coordinating with stakeholders.

Responsibilities include installing and configuring hardware/software, diagnosing faults, and mentoring junior staff. Prior experience with ConnectWise and ITIL practices is preferred.