Service Desk L2 - US Day

ScalableOS; Makati; A distancia; PHP 600.000 - 1.200.000; Jornada completa

Descripción de la vacante

ScalableOS, located in Makati, Philippines, seeks a Service Desk Systems Engineer II to provide advanced remote IT support and drive high client satisfaction within a fast-paced MSP environment.

The role focuses on troubleshooting Microsoft 365, virtualization (Hyper-V, VMware, VDI), remote desktop tech, and core infrastructure, while mentoring junior staff and coordinating with third‑party vendors. Night shift and long-term WFH options available.

Formación

• Bachelor's degree in information technology, computer science, or related field or equivalent practical experience.
• Experience providing Level 2 support in MSP or IT services environments.
• Strong Microsoft 365 administration and support experience.
• Experience with virtualization (Hyper-V) and VDI environments.
• Solid networking knowledge (TCP/IP, DNS, DHCP, VPNs, authentication).
• Experience with Active Directory and identity management solutions.
• Experience with Azure administration and support.

Responsabilidades

• Provide advanced remote support and service desk services per SLAs.
• Escalation point for complex issues and assist team with troubleshooting.
• Troubleshoot Microsoft 365 (Exchange Online, Teams, Intune, Autopilot).
• Support virtualization platforms (Hyper-V, VMware, VDI) and remote desktop tech.
• Diagnose backend application server issues and infrastructure incidents.
• Coordinate with vendors to resolve client environment issues.
• Perform root-cause analysis and implement corrective actions.
• Identify recurring problems and recommend improvements.
• Document client environments, procedures, and ticket updates.
• Mentor junior engineers and share knowledge.
• Utilize RMM/monitoring tools to preemptively resolve issues.
• Adhere to change management and documentation standards.
• Participate in training and continuous improvement.
• Support a 24/7 delivery model and after-hours as needed.

Conocimientos

Troubleshooting

Verbal & written communication

Mentoring

Analytical thinking

Problem solving

Educación

Bachelor's degree in IT/CS or related field

Equivalent practical experience

Herramientas

ConnectWise Automate

ConnectWise RMM

Hyper-V

VMware

Intune

Autopilot

FSLogix

AD Connect

RDS/RDP

Descripción del empleo

Makati Commercial Center, Philippines | Posted on 10/21/2026

Job Description

SUMMARY

The Service Desk Systems Engineer II is responsible for providing advanced remote technical support and delivering high-quality IT solutions to clients while maintaining exceptional customer satisfaction. This role serves as a senior escalation resource within the Service Desk team, troubleshooting complex issues, mentoring junior engineers, and proactively identifying opportunities to improve client environments. The ideal candidate has strong experience supporting Microsoft 365 environments, virtualization technologies, remote desktop solutions, and core infrastructure platforms. This position requires a proactive, customer-focused professional who can effectively troubleshoot, document, and resolve technical issues within a fast-paced managed services environment.

JOB RESPONSIBILITIES

• Provide advanced remote technical support and help desk services to clients while meeting established service level agreements (SLAs).
• Serve as an escalation point for complex technical issues and assist Service Desk team members with troubleshooting and issue resolution.
• Troubleshoot and support Microsoft 365 environments, including Exchange Online, Teams, Intune, Autopilot, and related services.
• Support virtualization platforms including Hyper-V, VMware, VDI environments, and remote desktop technologies.
• Diagnose and resolve backend application server issues, authentication problems, and infrastructure-related incidents.
• Work directly with vendors and third-party providers to troubleshoot and resolve technical issues impacting client environments.
• Conduct root cause analysis and implement corrective actions to prevent recurring issues.
• Identify recurring problems and proactively recommend improvements to enhance client performance, reliability, and operational efficiency.
• Review client environments and provide recommendations to ensure supported technology standards are maintained.
• Maintain accurate client documentation, technical procedures, and ticket updates.
• Mentor and support junior engineers through coaching, knowledge sharing, and technical guidance.
• Utilize RMM and monitoring platforms to proactively identify and resolve issues.
• Ensure all work is properly documented and completed in accordance with operational procedures and change management standards.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Support a 24/7 service delivery model and work assigned after-hours shifts.

QUALIFICATIONS

• Minimum 2 years of experience supporting Microsoft 365 environments in an IT support, systems administration, or managed services environment.
• Experience providing Level 2 technical support and troubleshooting complex infrastructure issues.
• Strong experience with Microsoft 365 administration and support.
• Experience with virtualization (Hyper-V)
• Experience troubleshooting backend application server issues.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, authentication, and remote access technologies.
• Experience supporting Active Directory and identity management solutions.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to mentor and assist junior technical staff.
• Experience working within a ticket-driven support environment.
• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent practical experience.
• Experience with Azure administration and support.
• Experience with VMware, VDI, and remote desktop technologies.
• Experience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune, Autopilot, and Microsoft Teams.
• Experience with SAN, storage, virtualization, and server infrastructure technologies.
• Experience using ConnectWise Automate, ConnectWise RMM, or similar monitoring and management tools.
• Experience within a Managed Services Provider (MSP) environment.
• Industry certifications such as:
  • CCNA
  • VCP
  • MCSE
  • Citrix Certified Professional (CCP)
  • Microsoft Certifications
  • Other relevant infrastructure certifications

Preferred

• Experience with Azure administration and support.
• Experience with VMware, VDI, and remote desktop technologies.
• Experience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune, Autopilot, and Microsoft Teams.
• Experience with SAN, storage, virtualization, and server infrastructure technologies.
• Experience using ConnectWise Automate, ConnectWise RMM, or similar monitoring and management tools.
• Experience within a Managed Services Provider (MSP) environment.

JOB REQUIREMENTS

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