Level 2 IT Engineer — MSP

Job Summary
The Level 2 IT Engineer provides advanced technical support and troubleshooting for multiple managed-service clients. This role is responsible for resolving escalated technical issues, maintaining client IT environments, implementing solutions, and ensuring high levels of system availability and customer satisfaction. The engineer works closely with Level 1 support, senior engineers, vendors, and client stakeholders to diagnose and resolve complex incidents.

Key Responsibilities

• Provide Level 2 technical support for multiple client environments.
• Troubleshoot and resolve escalated issues involving Windows servers, workstations, networks, Microsoft 365, Active Directory, and cloud services.
• Diagnose hardware, software, connectivity, authentication, and performance issues.
• Administer and troubleshoot Microsoft 365, Azure/Entra ID, Exchange Online, SharePoint, Teams, and Intune.
• Manage and troubleshoot Active Directory, Group Policy, DNS, DHCP, file/print services, and user permissions.
• Support network infrastructure including firewalls, switches, wireless networks, VPNs, VLANs, and TCP/IP.
• Monitor client systems using RMM, monitoring, backup, and endpoint management tools.
• Perform server maintenance, patching, software deployments, and system upgrades.
• Troubleshoot backup and restore issues and escalate critical backup failures when necessary.
• Handle escalated tickets in accordance with SLA requirements and ITIL/service-management processes.
• Document troubleshooting steps, resolutions, configurations, and client environments accurately in the PSA/ticketing system.
• Participate in onboarding, migrations, upgrades, and other client projects.
• Coordinate with third-party vendors and telecommunications providers when required.
• Identify recurring issues and recommend improvements to increase reliability and reduce support incidents.
• Maintain security best practices, including endpoint protection, MFA, access controls, and least-privilege principles.
• Provide clear technical communication to both technical and non-technical users.
• Assist Level 1 engineers through knowledge sharing, mentoring, and technical guidance.
• Participate in an on-call or after-hours support rotation, where required.

Required Skills & Experience

• 2–5 years of experience in IT support, systems administration, or an MSP environment.
• Strong troubleshooting skills across Windows, Microsoft 365, networking, and endpoint environments.
• Practical experience with Active Directory and Group Policy.
• Experience administering Microsoft 365 and Entra ID/Azure AD.
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, VLANs, and network troubleshooting.
• Experience with RMM, PSA/ticketing, remote-support, backup, and endpoint-security platforms.
• Ability to troubleshoot issues independently and determine when escalation is appropriate.
• Strong documentation and communication skills.
• Ability to manage multiple clients, priorities, and competing deadlines.
• Customer-focused mindset with strong attention to SLA commitments.
• Willing to work in Eastwood, Libis, Quezon City and US Schedule.