Remote MSP L2 Helpdesk Engineer - Night Shift

SCALABLE OS CORP.

Metro Manila

Remote

PHP 360,000 - 600,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

SCALABLE OS CORP. is seeking an experienced Helpdesk Engineer to provide remote Tier 2 support for US-based clients. You will troubleshoot Windows, AD, networking, and security issues in a fast-paced MSP environment, maintaining high SLAs and customer satisfaction.

The role requires strong English communication, ability to work in a night shift, and independent problem-solving across MS technologies, networking, and endpoint security. Remote work from the Philippines is supported.

Qualifications

5+ years of technical support experience in an MSP environment.
Experience supporting multiple clients across different industries.
Strong troubleshooting skills covering desktops, servers, networking, Microsoft technologies, and endpoint security.
Comfortable working in a high-volume, ticket-driven support environment.
Ability to independently investigate and resolve technical issues with minimal supervision.
Strong understanding of escalation procedures and knowing when to involve senior engineers.
Excellent written and verbal English communication skills.
Strong customer service and client relationship skills.
Ability to prioritize multiple tasks while maintaining attention to detail.

Responsibilities

Provide Level 2 technical support for multiple SMB and mid-market clients in an MSP environment.
Troubleshoot and resolve Windows desktop, server, and Microsoft 365 issues.
Administer and support Active Directory, including user account management, Group Policy, password resets, permissions, and security groups.
Diagnose and resolve Windows operating system, application, printer, and hardware issues.
Troubleshoot wired network connectivity, TCP/IP, DNS, DHCP, VPN, and internet connectivity problems.
Support VoIP and telephony systems by diagnosing call quality, handset, and connectivity issues.
Configure, monitor, and troubleshoot firewall appliances and network security devices.
Manage antivirus, endpoint protection, malware remediation, and endpoint security solutions.
Document troubleshooting steps, resolutions, and client interactions within the PSA/ticketing system.
Prioritize and manage multiple support requests while consistently meeting SLA requirements.
Escalate complex infrastructure or project-related issues to senior engineers when appropriate.
Collaborate with internal engineering teams to ensure timely resolution of client incidents.
Participate in proactive maintenance, patch management, and system health monitoring.
Maintain high levels of customer satisfaction through professional communication and timely follow-up.