Remote Level 2 IT Support Engineer - Microsoft 365

Sharesource; Davao City; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Remote + Hybrid Flexibility

Training and growth opportunities

BCorp culture and international client

Supportive team and open culture

Job summary

Sharesource is seeking a Level 2 Technical Support Engineer to join the Modern Workplace team. You will own customer environments, provide escalated support, and drive service improvements across Microsoft 365, endpoint, identity, security, collaboration, and cloud services.

You will work with Level 3 engineers and vendors to progress issues, maintain ticket hygiene, and deliver clear customer updates while fostering remediation and governance improvements.

Qualifications

• Minimum 4 years in a service desk, helpdesk, MSP, or technical support role.
• Strong working knowledge of Microsoft 365 including Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, endpoint management, and core identity/security concepts.
• Experience supporting Windows and macOS across multiple customer environments.
• Clear written and verbal communication with ability to provide concise customer updates.
• Ability to triage, prioritise, and manage multiple tickets and priorities.

Responsibilities

• Maintain ownership of customer environments and provide updates and next steps.
• Coordinate with Level 3 engineers and vendors for complex issues.
• Plan workload to minimise backlog and maintain ticket hygiene.
• Troubleshoot across Windows/macOS, Microsoft 365 apps, and cloud services.
• Document incidents, updates, and handover notes in ConnectWise.

Skills

Microsoft 365

Windows/macOS support

Escalation management

Multi-tenant MSP experience

Documentation / ConnectWise

Education

Microsoft AZ-900

Microsoft MS-900

Microsoft SC-900

Tools

ConnectWise

Intune

Job description

Sharesource is seeking a Level 2 Technical Support Engineer to join the Modern Workplace team. You will own customer environments, provide escalated support, and drive service improvements across Microsoft 365, endpoint, identity, security, collaboration, and cloud services.

You will work with Level 3 engineers and vendors to progress issues, maintain ticket hygiene, and deliver clear customer updates while fostering remediation and governance improvements.