Service Desk Tier 2

RecruitGo Careers; Makati; On-site; PHP 893,000 - 1,116,000; Full time

Job summary

RecruitGo Careers is seeking an IT Systems Engineer – Tier 2 to join our MSP/end-user & infrastructure support team supporting US-based clients. This hands-on role requires troubleshooting across networking, security, identity, collaboration, endpoint, server, virtualization, and backup platforms.

You will investigate escalated incidents, own issues through to resolution, and contribute to documentation and automation using PowerShell.

Qualifications

• 5–7 years IT support or infrastructure experience in MSP/large enterprise.
• Proven Tier 2 support across a broad range of infrastructure and end-user technologies.
• Strong troubleshooting skills with a structured, methodical approach to problems.
• Experience supporting Microsoft identity, collaboration, endpoint, server, or virtualization platforms.
• Excellent spoken and written English.

Responsibilities

• Provide hands-on Tier 2 support across networking, security, identity, collaboration, endpoint, server, virtualization, and backup platforms.
• Investigate incidents and service requests escalated by Tier 1 support.
• Take ownership of technical problems and work through to resolution.
• Provide direct, one-to-one technical assistance to US-based clients.
• Troubleshoot user, device, application, network, authentication, and infrastructure issues.
• Create and maintain technical documentation, knowledge articles, procedures, and system records.

Skills

Tier 2 support

Troubleshooting

Ownership

English communication

Tools

Microsoft 365

Windows Server

Active Directory

Microsoft Entra ID

Microsoft Intune

JumpCloud

Proofpoint

PowerShell

Veeam Backup & Replication

VMware vSphere

Microsoft Hyper-V

Cisco networking

Fortinet firewall

Job description

About Us

RecruitGo is a leading Employer of Record (EOR) company specializing in bridging top talent in emerging markets with global clients. Our services enable businesses to hire, manage, and pay employees internationally with ease. We are committed to providing seamless and efficient solutions to our clients and fostering a dynamic and inclusive work environment for our team.

Position Overview

We are looking for a IT Systems Engineer – Tier 2 (MSP End-user & Infrastructure Support) member to join our growing technical support team supporting US-based customers.

This is an excellent opportunity for an experienced IT professional with broad technical exposure who enjoys troubleshooting, solving complex issues, and continuously developing their skills.

Key Responsibilities

• Provide hands-on Tier 2 support across networking, security, identity, collaboration, endpoint, server, virtualisation, and backup platforms.
• Investigate incidents and service requests escalated by Tier 1 support.
• Take ownership of technical problems and work methodically through to effective resolution.
• Provide direct, one-to-one technical assistance to US-based clients.
• Troubleshoot user, device, application, network, authentication, and infrastructure issues.
• Administer user accounts, groups, access permissions, policies, and identity services.
• Support endpoint deployment, compliance, application management, and security operations.
• Monitor backup jobs, investigate failures, and assist with data-recovery activities.
• Support virtual infrastructure and perform routine operational and maintenance tasks.
• Use PowerShell and other automation tools to improve efficiency, accuracy, and consistency.
• Escalate complex incidents to Tier 3 engineers or platform leads with clear findings and supporting information.
• Follow established incident, request, change, problem-management, and escalation processes.
• Create and maintain technical documentation, knowledge articles, procedures, and system records.
• Collaborate with colleagues across the service desk, infrastructure, security, and platform teams.
• Identify recurring issues and contribute to continuous service improvement.

Technology Environment

Candidates are not expected to be experts in every technology from their first day.

However, they must have a strong technical foundation, relevant hands-on experience, and a genuine desire to learn and support multiple platforms.

• Cisco switching and networking
• Fortinet switches and firewalls
• Microsoft 365
• Windows Active Directory
• Microsoft Entra ID
• Microsoft Intune
• JumpCloud
• Proofpoint
• PowerShell
• Veeam Backup & Replication
• VMware vSphere
• Microsoft Hyper-V

Essential Experience and Skills

• At least 5–7 years of IT support or infrastructure experience gained within a managed service provider or large enterprise environment.
• Proven Tier 2 support experience across a broad range of infrastructure and end-user technologies.
• Strong troubleshooting skills and a structured, methodical approach to problem-solving.
• Experience supporting Microsoft identity, collaboration, endpoint, server, or virtualisation platforms.
• Familiarity with networking, security, backup, and infrastructure technologies.
• Experience working within structured incident, service-request, change, and escalation processes.
• Demonstrated ability to take ownership of assigned work and follow issues through to resolution.
• Experience creating and maintaining accurate technical documentation.
• A strong customer-service mindset and confidence providing direct support to business users.
• Excellent spoken and written English.

English-Language Requirement

This is a hands-on, client-facing position involving regular one-to-one support for US- based clients.

• Speak and write English fluently and professionally.
• Understand client concerns and ask effective diagnostic questions.
• Explain technical issues and solutions in clear, straightforward language.
• Provide calm, confident, and professional support during service-impacting incidents.
• Prepare accurate ticket notes, technical documentation, and client communications.

About You

You will be well suited to this role if you:

• Have a genuine passion for technology.
• Are eager to learn and develop expertise across multiple technical platforms.
• Take pride in the quality, accuracy, and completeness of your work.
• Are a dependable and supportive team player.
• Accept ownership and accountability for technical problems.
• Communicate clearly with clients, colleagues, and technical specialists.
• Remain calm and organised while managing competing priorities.
• Understand the importance of keeping documentation current and accurate.
• Are motivated to progress into Tier 3, platform engineering, or technical leadership.
• Are comfortable working full-time from our BGC office during an assigned US shift.

Career Development

• This position offers a clear path beyond traditional Tier 2 support. High-performing
• team members will have opportunities to:
• Receive training across multiple infrastructure, security, and cloud technologies.
• Work alongside experienced Tier 3 engineers and platform leads.
• Act as backup to the Platform Lead Engineer.
• Develop deeper technical specialisations.
• Progress into Tier 3, senior engineering, platform ownership, or technical leadership roles.
• Contribute to automation, infrastructure improvements, and major technical projects.
• Pursue relevant professional development and industry certifications.

Working Arrangements

• This is a fully office-based role at Logic Point’s Bonifacio Global City office. It is not a hybrid or remote position.
• The team operates across two distinct shifts, which together provide coverage
• over a 12-hour span of the US working day.
• Each successful candidate will be assigned to one of these shifts based on operational requirements.
• If you are an experienced Tier 2 professional who is passionate about technology,
• committed to excellent client service, and ready to grow with a rapidly expanding organisation, we would be pleased to hear.

Why RecruitGo

• Broad exposure to enterprise and MSP technologies
• Work arrangement: 100% office-based — not hybrid or remote
• Schedule: US business hours, with two shifts providing a combined 12-hour service window
• Salary: PHP 80,000–100,000 per month, depending on qualifications and experience