Senior 2nd Line IT Support Engineer - Remote (Philippines)

Outtask HR Services, Inc.; Metro Manila; Remote; PHP 700,000 - 1,000,000; Full time

Job summary

Outtask HR Services, Inc. seeks an experienced Senior 2nd Line IT Support Engineer to provide out-of-hours technical support to international clients, including Australia, Singapore, the USA and South Africa, from a remote Philippines-based setup.

The ideal candidate has 10–12 years in IT, with at least 7 years in a 2nd line role, and strong Windows, Microsoft 365 and AD knowledge, plus excellent English and a customer-focused approach.

Qualifications

• 10–12 years of overall experience in IT support.
• At least 7 years of experience in a 2nd Line IT support or helpdesk role, preferably in IT.
• Experience with 3rd-level IT support is an advantage.
• Strong knowledge of Windows desktop operating systems.
• Experience supporting Microsoft 365 environments.
• Experience with Active Directory user administration.
• Experience supporting PC hardware, networking, printers and mobile devices.
• Experience with AV conferencing platforms such as Teams, Zoom or similar.
• Familiarity with virtualization technologies (e.g. VMware or Hyper‑V) would be an advantage.
• Experience using Autotask or similar PSA systems is beneficial.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently in a remote out-of-hours support environment.
• Excellent Spoken/Written English is essential.
• Can start immediately.

Responsibilities

• Provide out-of-hours technical support to international users, resolving incidents and service requests in a timely manner.
• Assist users with Microsoft 365, desktop applications, connectivity and remote access issues.
• Support and troubleshoot AV and video conferencing systems, assisting users with meeting setup and management.
• Record all activity, updates and resolutions within the helpdesk call management system.
• Escalate complex issues to the Infrastructure Team where required.
• Deliver a professional and customer-focused support experience at all times.
• Create and manage user accounts and permissions within Active Directory and Microsoft 365.
• Perform routine monitoring and maintenance tasks including backups, patching and system health checks.
• Assist with identifying and resolving infrastructure or system performance issues during out-of-hours coverage.

Skills

IT support

2nd Line support

Troubleshooting

Remote out-of-hours support

English proficiency

Independent work

Clear communication

Tools

Autotask

Job description

Outtask HR Services, Inc. seeks an experienced Senior 2nd Line IT Support Engineer to provide out-of-hours technical support to international clients, including Australia, Singapore, the USA and South Africa, from a remote Philippines-based setup.

The ideal candidate has 10–12 years in IT, with at least 7 years in a 2nd line role, and strong Windows, Microsoft 365 and AD knowledge, plus excellent English and a customer-focused approach.