Service Desk Engineer (L2)

Boomering Inc; Angeles; Hybrid; PHP 502,000 - 725,000; Full time

Job summary

Boomering Inc in Angeles City, Philippines, seeks a Level 2 Service Desk Engineer for the day shift. You will handle escalations from Level 1, manage Microsoft 365, Exchange Online, Entra ID, and end-user devices, while supporting on-premises and cloud services.

You will work in a hybrid setup with a Hong Kong team, following ISO 27001/20000 standards, delivering reliable incident resolution, accurate ticketing, and security-conscious change control.

Qualifications

• 3–5 years of IT support experience, including 2+ years at second-line.

Responsibilities

• Escalation & incident ownership for Level 1 issues requiring deeper investigation.
• Structured diagnosis with clear documentation of tests and outcomes.
• Administer Microsoft 365 tenants incl. licensing, health, and mail flow.
• Maintain Windows Server, Active Directory, and related services; support network and endpoint issues.
• Contribute to backup, monitoring, changes, and small projects; document resolutions and improve playbooks.

Skills

Microsoft 365 administration

Exchange Online

Entra ID

SharePoint Online

OneDrive

Teams admin

Intune

Defender for Office 365

PowerShell

Windows Server

Active Directory

VPN / networking

VMware vSphere

Hyper-V

ITIL foundations

Education

IT certifications (MS-102, MD-102, AZ-104, ITIL 4 Foundation)

Tools

VMware vSphere

Hyper-V

PowerShell

Intune

Entra ID / Azure AD

Job description

Angeles City, Philippines | Posted on 09/24/2026

Position Title: Service Desk Engineer (Level 2)

Work Set-up:(Remote / Hybrid)

Salary: TBD

Schedule: 9:00 AM to 6:00 PM PH time, Monday to Friday

Holidays: Philippines

About the Role

Boomering is partnering with a leading managed services business to hire a Service Desk Engineer (Level 2) for its Philippines-based day shift. You will provide the technical depth behind the service desk for client organisations across Hong Kong, mainland China, and Singapore, taking escalations from Level 1 and owning technically complex incidents and service requests through to resolution.

This is a hands-on technical role for someone confident across Microsoft 365, Windows Server, identity, endpoints, and core networking. You will work in parallel with the Hong Kong team within an ISO 27001 and ISO 20000 certified service environment, where accurate ticket handling, controlled change, security, and adherence to service levels are essential.

As a Service Desk Engineer (Level 2):

You are technically strong, methodical, and accountable. You diagnose issues in a structured way, make sensible risk-based decisions before changing live client environments, communicate clearly with technical and non-technical stakeholders, and independently drive most escalated issues to a proper resolution.

Your Responsibilities as a Service Desk Engineer (Level 2) would be:

Escalation & Incident Ownership

• Act as the primary escalation point for Level 1 incidents and service requests requiring deeper technical investigation.
• Take full ownership of escalated tickets through to resolution, including coordinating and chasing third parties where required.
• Perform structured diagnosis, clearly recording what was tested, ruled out, and resolved rather than relying on trial and error.
• Identify recurring incidents, address underlying causes, produce root-cause summaries where required, and flag tickets at risk of breaching service levels.

Microsoft 365 Administration

• Administer Microsoft 365 tenants, including licensing, tenant health, service advisories, and Message Center actions.
• Administer Exchange Online and Entra ID, including mail flow, connectors, transport rules, shared mailboxes, groups, role assignments, MFA, SSPR, conditional access changes, and sign-in investigations.
• Administer SharePoint Online, OneDrive, Teams, Intune, and Defender for Office 365, including permissions, external sharing, policies, enrolment, compliance, quarantine, phishing, and spam triage.
• Support hybrid identity environments, tenant migrations, mailbox moves, and baseline security and compliance configuration.

Server, Network & Endpoint Support

• Support and maintain Windows Server and Active Directory environments, including builds, patching, Group Policy, replication, DNS, DHCP, file/print services, certificates, service accounts, and performance troubleshooting.
• Diagnose and resolve second-line LAN, wireless, VPN, and internet faults, including VLANs, switching, firewall/NAT rules, VPN tunnels, wireless configuration, and core network services.
• Support virtualisation platforms such as VMware vSphere or Microsoft Hyper-V, including VM lifecycle, resource allocation, snapshots, and host health checks.
• Resolve escalated Windows and macOS endpoint issues and administer Microsoft Intune, device enrolment, compliance policies, configuration profiles, application deployment, and Windows Autopilot.
• Own the technical elements of joiner, mover, and leaver processing, including access provisioning, mailbox handling, and secure removal of access.
• Use PowerShell for routine administration, bulk changes, and reporting.

Backup, Monitoring, Change & Projects

• Monitor and maintain backup platforms, investigate failed jobs, and carry out and evidence periodic restore testing.
• Manage remote monitoring and management platforms, tune alerts, manage server and endpoint patching cycles, and raise proactive tickets where health trends indicate developing issues.
• Raise, document, and implement controlled changes with impact assessment, test steps, and workable rollback plans.
• Provide second-line technical input to small projects, migrations, and client onboarding, including technical discovery and documentation.
• Schedule disruptive work into agreed maintenance windows and communicate clearly with clients before and after planned changes.

Documentation, Security & Process

• Maintain accurate client technical documentation, including network diagrams, server and application inventories, asset records, and site-specific procedures.
• Create clear, reusable resolution notes and knowledge base articles, and provide technical guidance and informal coaching to Level 1 engineers.
• Work within the client's service management processes and ISO 27001 and ISO 20000 controls, including client-specific verification and formal change procedures.
• Handle client data and credentials in line with information security policy, immediately reporting suspected security incidents.
• Maintain complete, audit-ready ticket and change evidence and propose improvements to service desk tooling, automation, and standard builds.

Experience & Background

• At least 3 to 5 years of IT support experience, including a minimum of 2 years at second-line or an equivalent technical level; MSP or multi-client experience is strongly preferred.
• Demonstrable hands-on Microsoft 365 administration experience, plus production support experience with Windows Server and Active Directory.
• Practical network troubleshooting experience beyond user-level connectivity issues, with experience working to defined service levels and formal change processes.
• Relevant certifications are advantageous, including Microsoft MS-102, MD-102 or AZ-104, CompTIA Network+, Cisco CCNA, Fortinet NSE 4, VMware VCP, or ITIL 4 Foundation.

Skills & Competencies

• Working administrator-level knowledge of Microsoft 365, including Exchange Online, Entra