Senior Service Desk Engineer (L2) – 24/7 Remote Support

SCALABLE OS CORP.; Metro Manila; Remote; PHP 391,000 - 725,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Service Desk Engineer L2 to provide advanced remote support and deliver high-quality IT solutions for clients in a fast-paced MSP environment.

The role focuses on Microsoft 365, virtualization, and core infrastructure, with a proactive, customer-centric approach and mentorship for junior staff. A long-term work-from-home arrangement and permanent night shifts are available.

Qualifications

• 2+ years of experience supporting Microsoft 365 environments in IT support or MSP environments.
• Level 2 technical support experience for complex infrastructure.
• Strong Microsoft 365 administration and support skills.
• Experience with virtualization platforms (Hyper-V, VMware) and VDI/remote desktop tech.
• Experience supporting Citrix environments.
• Networking fundamentals (TCP/IP, DNS, VPNs, authentication).
• Active Directory and identity management experience.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication.
• Ability to mentor junior staff and work in ticket-driven environments.
• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Provide advanced remote technical support and handle SLAs.
• Escalate and assist team with complex issues.
• Troubleshoot and support Microsoft 365 environments (Exchange Online, Teams, Intune, Autopilot).
• Support virtualization platforms including Hyper-V, VMware, and VDI.
• Diagnose backend app server issues and authentication problems.
• Coordinate with vendors to resolve client-impacting issues.
• Perform root cause analysis and implement corrective actions.
• Identify recurring problems and suggest improvements for client environments.
• Review client environments and ensure compliance with standards.
• Maintain comprehensive documentation and ticket updates.
• Mentor junior engineers and share knowledge.
• Utilize RMM and monitoring tools to pre-empt issues.
• Adhere to change management and operational procedures.
• Participate in training and continuous improvement initiatives.
• Support a 24/7 service delivery model and after-hours shifts.

Skills

Microsoft 365

Virtualization

Remote desktop

Active Directory

Networking basics

Azure administration

VMware/VDI

Citrix environments

RMM/monitoring tools

Troubleshooting

Education

Bachelor’s degree in IT/CS or equivalent

Tools

ConnectWise Automate/ConnectWise RMM

Job description

SCALABLE OS CORP. is seeking a Service Desk Engineer L2 to provide advanced remote support and deliver high-quality IT solutions for clients in a fast-paced MSP environment.

The role focuses on Microsoft 365, virtualization, and core infrastructure, with a proactive, customer-centric approach and mentorship for junior staff. A long-term work-from-home arrangement and permanent night shifts are available.