Senior IT Systems Engineer - Remote Escalations Lead

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

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.