Tier 2 Network Engineer

SCALABLE OS CORP.; Makati; À distance; PHP 500 000 - 800 000; Plein temps

Résumé du poste

SCALABLE OS CORP. is seeking a Network Engineer Tier 2 to support the Client’s 24/7 MSP operations from the Philippines. The role focuses on backlog tickets, OS updates, network work, and remote diagnostics with shift handoffs to the US team.

Responsibilities include triaging tickets, occasional after-hours calls, password resets, MFA, and Windows 11 upgrades, while documenting work and enabling smooth escalation.

Qualifications

• 5+ years IT help desk/NOC/RMM experience.
• Strong verbal and written communication.
• Remote OS troubleshooting for Windows and Mac.
• MSP experience preferred; other IT support considered.
• Experience with Active Directory and Microsoft 365.

Responsabilités

• Triaging and handling tickets in queue.
• Respond to after-hours calls and emails.
• Assist with password resets, MFA, Outlook and M365 issues.
• Remote installs, configuration changes, and remote diagnostics.
• Handle RMM/NOC alerts in Kaseya.
• Overnight maintenance and shift handoff with clear next steps.

Connaissances

Excellent communication

Remote Windows/mac troubleshooting

Team collaboration

Customer service

Time management

Formation

NOC/RMM experience

Outils

ConnectWise

Kaseya

RMM tools

Microsoft 365 admin

Description du poste

SUMMARY

The Network Engineer Tier 2 is a critical part of the Client’s service team and covers their help desk outside of US business hours. The Engineer works on tickets in the Client’s systems, keeps the after-hours queue moving, completes scheduled maintenance overnight, and hands a clean board to the US team each morning.

The role will support the Client’s 24/7 MSP operations outside normal U.S. business hours, primarily handling ticket backlogs, OS/computer updates, network infrastructure work, and occasional incoming support calls.

RESPONSIBILITIES

• Triaging and working tickets in an assigned queue.
• Answering occasional after-hours phone calls and emails for support requests. Phone volume is low; most work is in the ticket queue.
• Assisting end users with routine requests such as password resets, account lockouts, MFA resets, and Outlook and Microsoft 365 issues.
• Working scheduled tickets remotely, including application installs, configuration changes, and remote diagnostics.
• Working RMM and NOC alert tickets in Kaseya, such as offline devices, low disk space, failed services, and failed backups.
• Completing overnight maintenance from documented runbooks: patching, scheduled reboots, firmware updates, and Windows 11 upgrades.
• Assisting with basic network and connectivity troubleshooting.
• Entering time, notes, and a clear next step on every ticket worked.
• Escalating issues to a queue that is reviewed by the manager each day during the 8am-5pm Pacific Time/PST window.
• Escalating customer account questions that fall outside normal scope to the Service Manager.
• Handing off at shift change so any tickets worked have clear next steps when the US team starts the day.

QUALIFICATIONS

• At least 5 years of IT help desk experience (including NOC/RMM).
• Excellent verbal and written communication skills.
• Ability to troubleshoot Windows and Mac computers remotely (OS troubleshooting, updates, configuration, and general endpoint support).
• Experience in the following:
  • Creating and managing user accounts in Microsoft Active Directory and Microsoft 365 / Entra ID.
  • Microsoft 365 support, including Exchange Online, Outlook, and MFA.
  • Installing and removing applications and printers on Windows computers.
  • Basic network connectivity concepts such as TCP/IP, switches, routers, internet connections, DHCP, and DNS.
• Managed Service Provider (MSP) experience is strongly preferred. Candidates from other IT support environments can be considered.
• Working in a PSA ticketing system. ConnectWise experience preferred, but equivalent ticketing-system experience is acceptable.
• Working with an RMM tool and patch management. Kaseya experience preferred.
• Ability to follow written procedures exactly and document work as it is done.
• Strong phone support and client-facing communication.
• Ability to explain issues clearly, provide workarounds, and manage customer expectations.
• Certifications, such as CompTIA A+, CompTIA Network+, or Microsoft 365 certifications, are desired.

Attributes

• Excellent customer service skills, in writing and on the phone
• A desire to provide excellent service to customers
• Ability to work in a team, including a team in a different time zone
• Desire to grow professionally
• Strong work ethic
• Reliable and on time for every shift
• Comfortable working independently on a shift with limited live support
• Asks before acting when a procedure does not cover the situation

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to shift schedules that include evenings, weekends, and holidays.
• Specific shift assignments will be determined based on team coverage/operational needs and may rotate (US Time Zone).