SERVICE DESK ENGINEER II (MSP, TIER 2 - TIER 3 SUPPORT, M365, INTUNE, AD)

SCALABLE OS CORP.; Metro Manila; Hybrid; PHP 480,000 - 640,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Service Desk Engineer II to deliver proactive and reactive Level 2 support in a hybrid work model. You will handle incidents remotely or on-site, document outcomes, and collaborate with Professional Services to resolve complex issues.

The role requires strong communication, AD/365 expertise, and the ability to work under pressure while meeting SLAs. Hybrid work arrangements and cross-functional teamwork are essential.

Qualifications

• Minimum of 5 years’ experience within relevant IT field.
• Preferred but not required: Bachelor’s degree in computer science, information sciences, or a related field.
• Knowledge of Microsoft Office applications, as well as all recent Windows operating systems.
• Base understanding of Active Directory, Group Policy, and advanced network concepts.
• Excellent oral and written communication skills.
• Strong Microsoft 365 support experience.
• Hands-on experience deploying and configuring computers independently.

Responsibilities

• Provide remote support and log incidents in ConnectWise Manage.
• Log, document, and track incidents through ConnectWise Manage.
• Respect SLA requirements and maintain 8 hours daily time entries.
• Monitor KPIs and provide clear explanations to end users after work completion.
• Assist Engineering teams and escalate to level 2/3 when needed.
• Interact with vendors and third-party services to move issues toward resolution.

Skills

5 years IT experience

Microsoft Office proficiency

Active Directory knowledge

Strong communication

Microsoft 365 support

Hardware deployment

Education

Bachelor’s degree (preferred)

Tools

ConnectWise PSA

NinjaOne

IT Glue

Datto

Job description

SUMMARY

The Service Desk Engineer II is part of a team of engineers who are responsible for establishing good rapports with clients and delivering reactive level 2 end user support and setting client expectations per Service Level Agreements.
The Service Desk Engineer II - Hybrid - is responsible for handling support of service requests in a professional and timely manner at client locations. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

JOB RESPONSIBILITIES

Technical Responsibilities:

• Provide remote support.
• Log, document, and track incidents through ConnectWise Manage.
• Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily.
• Monitor and hit weekly key performance indicators (KPIs).
• Provide detailed explanations to end users after completion of work and ensure they are satisfied.
• Provide phone and remote support from either our office or home office (with approval).
• Aid Professional Services team as assigned.
• Ability to pay close attention to detail while performing technically detailed tasks.
• Ability to deal effectively with stressful situations.
• Audit documentation & toolsets as outlined by Service Desk Lead.
• Take ownership of tickets, seeing them through to closure, escalating tickets and issues where necessary to level 2 or 3 Professional Services Engineers utilizing established escalation procedures.
• Diagnose and resolve a wide range of technical issues remotely over the phone.
• Prompt response time according to our SLA (Service Level Agreements) for all phone and service request tickets.
• Interact with third party vendors, ISP, Cloud Services to move issues towards completion.
• Occasionally assist with level 1 related items depending on Engineering availability.

Other duties as assigned based on level 2 competency.

NON-TECHNICAL RESPONSIBILITIES

• Consistently provide exceptional customer service in alignment with the company’s values focused on communication and demonstrated through intentional action.
• Communicating problems, updating tickets, shift hand-off and follow-up activities with the Engineering Manager or Service Desk Lead.
• Must be able to work independently on issues and assignments and report daily progress to the Service Desk Lead and Dispatch.
• Collaborate and share information and ideas with other members of the Service Desk.
• Accurately translate client requests/issues to technical standards.
• Coordinate scheduling, service calls, and assignments with Dispatcher and Engineering Manager or Service Desk Lead.
• Diplomatically manage customer's expectations and remain composed under pressure.
• MUST effectively communicate technical ideas and instructions to non-technical end users without sounding pretentious, while maintaining a positive perspective.
• Identify trends and recurring issues in reactive service and report them to Engineering Manager or Service Desk Lead.
• Monthly meetings with the Engineering Manager or Service Desk Lead to check goals and expectations.
• Complete End of Day Reports and submit them to the Engineering Manager or Service Desk Lead.
• Communicate SLA information to clients when requested.
• Maintain and submit up to date Time Entries and Expenses for billing purposes.
• Participation within the after-hours emergency standby rotation, starting after a 90-day probationary period.

TARGETED TIME ALLOCATION

• Twenty percent (20%) of this position’s time is to be allocated to non-billable internal tasks, tickets, and administrative tasks.
• Including, but not limited to: Time entry, expense reports, training, meetings, documentation, etc.
• Eighty percent (80%) of this position’s time is to be allocated to billable tasks.
• Including, but not limited to: Returning calls, resolving service tickets, and responding to electronic inquiries.

QUALIFICATIONS

• Minimum of 5 years’ experience within relevant IT field.
• Preferred but not required: Bachelor’s degree in computer science, information sciences, or a related field.
• Knowledge of Microsoft Office applications, as well as all recent Windows operating systems.
• Base understanding of Active Directory, Group Policy, and advanced network concepts.
• Ability to compile, organize, and analyze complex data.
• Excellent oral and written communication skills.
• Excellent organizational and analytical skills; able to work on multiple tasks while meeting deadlines.
• Meticulous; can follow and implement company procedures and policies.
• Steady while under pressure; must manage stress with grace.
• Must be willing to submit to a background check at time of application.

ADDITIONAL QUALIFICATIONS

• Strong Microsoft 365 support experience.
• Working knowledge of Active Directory and Entra, including groups, permissions, access management, and security concepts beyond simple password resets.
• Hands-on experience deploying and configuring computers independently.
• Strong troubleshooting skills that go beyond basic fixes and show an understanding of root causes.
• Familiarity with escalation procedures and team-based support environments.
• Foundational networking knowledge, including DNS, DHCP, static IPs, and related troubleshooting concepts.
• Candidates with Managed Service Provider (MSP) backgrounds are highly preferred because they are more likely to understand ticket management, escalations, service metrics, and supporting multiple customer environments.
• Candidates must be able to explain technical issues clearly to non-technical users.
• Clear written and verbal communication, with the ability to simplify technical concepts without overusing jargon.
• Experience with ConnectWise PSA, NinjaOne, IT Glue, and Datto
• MacOS support experience
• Advanced Service Desk / Level 2.5 to Level 3 support background Knowledge, Skills, and Abilities
• Experience required with Windows desktop operating systems. Mac OS is not required but recommended.
• Understanding of TCP/IP and troubleshooting Internet connectivity.
• Experience with Remote Desktop Services.
• Understanding of the relationship between switches, patch panels and connecting nodes to a network.
• Working knowledge of wireless technologies.
• Understanding of printers and how to troubleshoot various issues related to printing.
• Understanding of other hardware/devices and how to troubleshoot various issues related to hardware.
• Familiarity/past use of ConnectWise Manage PSA is preferred.
• Ability to work various shifts and occasional overtime to ensure Service Desk coverage.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.