Remote Tier 2 Helpdesk Engineer (Night Shift)

Uncover; Hinoba-an; On-site; PHP 335,000 - 670,000; Full time

Job summary

Uncover is seeking a Level 2 Helpdesk Technician to join a US-based MSP team. You will handle high-volume support for diverse end users, including executives, and resolve issues across hardware, software, and networking.

You will diagnose, document, and escalate as needed, while maintaining strong customer focus and SLA adherence. Remote work options are available with night shifts and long-term commitment.

Qualifications

• 2+ years of IT helpdesk or support experience.
• Experience in MSP environments is preferred.
• Experience supporting Windows 10/11, Microsoft 365.
• Strong documentation and organizational skills.

Responsibilities

• Provide Level 1–2 support to clients via phone, email, and ticketing systems.
• Interact professionally with end users including executives and management.
• Resolve a minimum of 10 tickets per day with quality resolutions and customer satisfaction.
• Diagnose, troubleshoot, and resolve hardware, software, application, network, and user-access issues.
• Document troubleshooting steps, resolutions, time entries, and customer communications in the ticketing system.
• Manage tickets from intake through resolution while meeting SLA and CS expectations.
• Escalate complex issues to senior engineers or appropriate technical teams.
• Participate in weekly on-call rotation for after-hours support.
• Install, configure, maintain, and troubleshoot desktops, printers, and copiers.

Skills

Customer service

English communication

Documentation

Independent work

On-call readiness

Tools

Sophos Central

Veeam

RMM/PSA platforms

Job description

Uncover is seeking a Level 2 Helpdesk Technician to join a US-based MSP team. You will handle high-volume support for diverse end users, including executives, and resolve issues across hardware, software, and networking.

You will diagnose, document, and escalate as needed, while maintaining strong customer focus and SLA adherence. Remote work options are available with night shifts and long-term commitment.