MSP L2 Helpdesk Engineer

Sourvey Recruitment Solutions is looking for an experienced MSP Level 2 Helpdesk Engineer on behalf of our managed service provider (MSP) client. We are seeking a technically skilled IT professional who can troubleshoot escalated technical issues, support multiple client environments, and deliver reliable IT support.

Key Responsibilities

• Provide Level 2 technical support for escalated IT incidents and service requests.
• Troubleshoot Windows desktops, laptops, servers, software, and network connectivity issues.
• Administer Microsoft 365, Active Directory, Microsoft Entra ID, user accounts, and permissions.
• Diagnose issues involving DNS, DHCP, TCP/IP, VPNs, and remote access.
• Manage tickets, prioritize incidents, and meet agreed service-level agreements (SLAs).
• Use PSA and RMM tools to monitor, troubleshoot, and maintain client systems.
• Assist with server maintenance, backups, patching, endpoint security, and system monitoring.
• Document technical solutions and escalate complex issues to Level 3 engineers when necessary.
• Communicate professionally with clients and provide timely updates on incident resolution.

Qualifications

• At least 2–4 years of experience in IT support, including hands-on Level 2 troubleshooting.
• Previous experience working in a Managed Service Provider (MSP) environment is highly preferred.
• Strong knowledge of Windows 10/11, Windows Server, Microsoft 365, and Active Directory.
• Working knowledge of networking fundamentals, including DNS, DHCP, TCP/IP, and VPNs.
• Experience with PSA and RMM platforms such as ConnectWise, Autotask, HaloPSA, Datto RMM, or NinjaOne.
• Familiarity with ticket management, SLA compliance, incident documentation, and escalation procedures.
• Strong analytical, troubleshooting, and customer service skills.
• Excellent written and verbal English communication skills.
• Ability to work independently and support multiple client environments.

Preferred Skills

• Microsoft Azure, Intune, endpoint management, and cloud services.
• Virtualization, backup solutions, and disaster recovery.
• IT certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience supporting international clients, particularly Australian, UK, or US businesses.

What We Offer

• Remote work opportunity for candidates based in the Philippines.
• Full-time role supporting an international MSP client.
• Exposure to diverse IT environments, tools, and technologies.
• Opportunities for professional development and career growth.
• Competitive compensation based on experience and technical expertise.

Pay: Php40,000.00 - Php70,000.00 per month

Work Location: Remote