Tier 2 Network Engineer

ScalableOS; Makati; À distance; PHP 700 000 - 1 100 000; Plein temps

Résumé du poste

ScalableOS is seeking a Network Engineer Tier 2 to join our remote MSP team. The role handles after-hours tickets, performs overnight maintenance, and hands off to the US team each morning. You’ll work on Windows and Mac endpoints, Active Directory/Microsoft 365, and basic network tasks from a home-based setup.

Candidates should have 5+ years in IT help desk/NOC/RMM, strong communication, and MSP experience. Shift coverage may include evenings, weekends, and holidays to align with US time zones.

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.
• Experience in Microsoft Active Directory and Microsoft 365 / Entra ID.
• Microsoft 365 support including Exchange Online, Outlook, MFA.
• Basic network concepts: TCP/IP, switches, routers, DNS, DHCP.
• MSP experience strongly preferred; ConnectWise and Kaseya experience preferred.

Responsabilités

• Triaging and working tickets in an assigned queue.
• Answering occasional after-hours phone calls and emails for support requests; phone volume is low.
• Assist end users with password resets, account lockouts, MFA resets, Outlook and 365 issues.
• Work scheduled tickets remotely, including installs, config changes, remote diagnostics.
• Handle RMM and NOC alert tickets in Kaseya (offline devices, low disk space, failed services).
• Overnight maintenance: patching, reboots, firmware updates, Windows 11 upgrades.
• Basic network and connectivity troubleshooting.
• Enter time, notes, and next steps on every ticket.
• Escalate issues to manager queue during 8am-5pm PST window.
• Escalate customer questions outside scope to Service Manager.
• Handoff at shift changes for continuity.

Connaissances

Verbal communication

Written communication

Troubleshooting Windows

Troubleshooting Mac

Active Directory / Entra ID

Microsoft 365 / Exchange Online

MFA

Networking basics (TCP/IP, DNS, DHCP)

MSP experience

ConnectWise experience

Kaseya experience

RMM tools

Shift work / After-hours support

Formation

CompTIA A+

CompTIA Network+

Microsoft 365 certifications

Outils

Kaseya

ConnectWise

RMM tools

Description du poste

Makati City, Philippines | Posted on 11/06/2026

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

The Network Engineer Tier 2 is a critical part of the Client’s service team and coverstheir help desk outside of US business hours. The Engineer works on tickets in theClient’s systems, keeps the after-hours queue moving, completes scheduledmaintenance 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. businesshours, primarily handling ticket backlogs, OS/computer updates, networkinfrastructure 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, accountlockouts, 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, lowdisk 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 duringthe 8am-5pm Pacific Time/PST window.

Escalating customer account questions that fall outside normal scope to theService Manager.

Handing off at shift change so any tickets worked have clear next steps whenthe 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 (OStroubleshooting, updates, configuration, and general endpoint support).

Experience in the following:

o Creating and managing user accounts in Microsoft Active Directory andMicrosoft 365 / Entra ID.

o Microsoft 365 support, including Exchange Online, Outlook, and MFA.

o Installing and removing applications and printers on Windowscomputers.

o Basic network connectivity concepts such as TCP/IP, switches, routers,internet connections, DHCP, and DNS.

Managed Service Provider (MSP) experience is strongly preferred. Candidatesfrom other IT support environments can be considered.

Working in a PSA ticketing system. ConnectWise experience preferred, butequivalent ticketing-system experience is acceptable.

Working with an RMM tool and patch management. Kaseya experiencepreferred.

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 customerexpectations.

Certifications, such as CompTIA A+, CompTIA Network+, or Microsoft 365certifications, 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, andholidays.

Specific shift assignments will be determined based on team coverage/operational needs and may rotate (US Time Zone).