Senior IT Systems Engineer - Permanent WFH

Technology Elite, Inc.; Mabalacat; Remote; PHP 420,000 - 540,000; Full time

Benefits offered by this job

21 PTO days annually

HMO coverage for employee + dependents

Tenure incentive program

Night shift premium

Referral bonus up to Php20,000

Government-mandated benefits

Job summary

Technology Elite, Inc. is seeking a skilled Tier 2 helpdesk engineer for permanent remote work from the Philippines. You will own escalations, guide Tier 1 technicians, and drive resolutions across Windows, Office 365, networking and security tools.

Responsibilities include documentation, handoffs, and coaching on diagnostic steps while coordinating with vendors and senior staff to resolve complex issues promptly.

Qualifications

• MSP Level 2 experience resolving escalations from Tier 1 across multiple clients.
• Practical Microsoft 365 troubleshooting incl. Exchange Online, Entra ID, Teams, SharePoint and OneDrive.
• Strong troubleshooting for Windows endpoint, AD DS, DNS, DHCP, Group Policy, VPNs.

Responsibilities

• Take ownership of Tier 1 escalations; review impact and evidence before next steps.
• Prioritize tickets by business impact and SLA; inform clients and Tier 1 of progress.
• Resolve complex Windows, M365, printer, mobile-access and VPN issues.
• Diagnose Exchange Online mail flow, Outlook, Teams, SharePoint and OneDrive issues beyond Tier 1 checks.
• Troubleshoot Entra ID sign-in, MFA, licensing and permissions; perform MS 365 admin tasks.
• Investigate AD DS, DNS, DHCP, Group Policy, server/file-access issues; coordinate with vendors.
• Resolve network incidents (Meraki/UniFi, Wi-Fi, VPN); collect evidence and escalate if needed.
• Triage RMM/NinjaOne, Datto backups and Defender alerts; coordinate security incidents with security team.
• Investigate defined Azure service issues using logs; refer advanced issues to seniors.
• Maintain Autotask/Hudu runbooks; explain resolutions to Tier 1 and coach on diagnostics.
• Identify recurring faults; verify fixes with users and route unresolved high-risk incidents.
• Assist with maintenance, restores or migrations as needed while other manager covers helpdesk.

Skills

MSP Level 2

Microsoft 365 troubleshooting

Windows endpoint

PSA/RMM experience

Security mindset

English communication

Tools

Autotask

Hudu

Datto RMM/NinjaOne

Datto backup

Meraki/UniFi

Blackpoint Cyber

Microsoft Defender for Endpoint

Job description

Work Arrangement: Permanent Work-from-Home

Position Overview:

Resolve helpdesk tickets escalated by Tier 1 technicians, owning diagnosis, client communication and follow-through to resolution. Strengthen Tier 1 capability through clear handoffs, troubleshooting guidance and reusable documentation.

Tasks and Responsibilities:

1. Take ownership of Tier 1 escalations; review impact, symptoms, evidence and previous troubleshooting before choosing next steps.

2. Prioritize assigned tickets by business impact and SLA; keep clients and Tier 1 informed of progress, blockers and next actions.

3. Resolve complex Windows endpoint, Microsoft 365 Apps, printer, mobile-access and remote-connectivity issues.

4. Diagnose Exchange Online mail flow, Outlook, Teams, SharePoint and OneDrive issues beyond routine Tier 1 checks.

5. Troubleshoot Entra ID sign-in, MFA, licensing and permissions; carry out approved Microsoft 365 administration and access changes.

6. Investigate AD DS, DNS, DHCP, Group Policy and server/file-access issues where deployed; coordinate with vendors as needed.

7. Resolve Meraki/UniFi network, Wi-Fi and VPN incidents; collect evidence and elevate issues outside approved authority.

8. Triage Datto RMM / NinjaOne, Datto backup and Defender alerts; coordinate security incidents with Blackpoint Cyber.

9. Investigate defined Azure service issues using logs and runbooks; refer advanced infrastructure or architecture issues to the designated senior technical resource.

10. Maintain accurate Autotask records and Hudu runbooks; explain resolutions to Tier 1 and coach on repeatable diagnostic steps.

11. Identify recurring faults, verify fixes with users and route unresolved high-risk incidents with a complete technical handoff.

12. Assist with approved maintenance, restore checks or occasional migrations as assigned, while the other managerprioritizes helpdesk coverage.

Skills and Qualifications Requirements:

• Demonstrated MSP Level 2 experience resolving escalations from Tier 1 across multiple clients; can explain diagnosis, evidence, resolution and follow-through.

• Practical Microsoft 365 troubleshooting across Exchange Online, Entra ID, Teams, SharePoint and OneDrive, including identity, MFA, mail flow and permissions.

• Strong Windows endpoint, AD DS, DNS, DHCP, Group Policy, TCP/IP and VPN troubleshooting fundamentals.

• Hands-on PSA, RMM and remote-support experience; accurate ticket notes, time entries, prioritization and client updates.

• Sound judgment about security, change approval and when to seek senior help; gathers useful logs and reproductions before escalating.

• Clear spoken and written English, reliable ownership, patient support for Tier 1 technicians and an ability to explain the fix. Migration experience is not required.

Nice-to-have Skills and Qualifications:

• Familiarity with Autotask, Hudu, Datto RMM/NinjaOne, Datto backup, Meraki/UniFi, Blackpoint Cyber and Microsoft Defender for Endpoint; equivalent tools are acceptable.

• Azure VM, network, access and backup troubleshooting; Intune, Autopilot, Conditional Access and hybrid identity experience.

• NinjaOne transition experience, including agent deployment, policy mapping, patching and alert validation.

• PowerShell, Microsoft Graph, root-cause analysis, mentoring and relevant current Microsoft credentials or equivalent practical ability.

• Occasional project support: SkyKick mailbox migrations and ForensiT profile migrations, with approved plans, validation and escalation. These are secondary strengths, not screening gates.

Benefits:

• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years

• HMO coverage for employees +1 FREE dependent on the first day of employment
  +1 additional FREE dependent per successful year of tenure (up to five (5) years)

• Tenure Incentive Program*

• Receive additional premium for working at night

• Referral Bonus of up to Php20,000.00*

• ALL government mandated benefits
  *Terms and conditions apply