Tier 2 Help Desk Engineer (MSP) – Permanent Work From Home
Scalable OS Manila Full-time
Key Responsibilities
Technical Support & Troubleshooting- Provide Tier 2 technical support for end users across multiple managed services clients.
- Diagnose and resolve hardware, software, network, and system issues.
- Troubleshoot Microsoft 365, Windows desktops, and related technologies.
- Escalate complex issues when necessary while ensuring timely resolution.
- Perform Active Directory administration, including user account and permission management.
- Manage, prioritize, and resolve support tickets within agreed service levels.
- Maintain accurate documentation of incidents, resolutions, and client environments.
- Deliver exceptional customer service and communicate effectively with clients.
- Collaborate with internal teams to ensure seamless issue resolution.
- Support Microsoft 365 administration and troubleshooting.
- Assist with networking, firewall administration, VoIP systems, and cybersecurity initiatives.
- Support endpoint security solutions, including ThreatLocker and related tools.
- Perform routine maintenance and system updates.
Qualifications
Non-Negotiable Requirements- Minimum of 2–3 years of experience in a Tier 2 Help Desk, Service Desk, or Desktop Support role.
- Proven experience working in a Managed Service Provider (MSP) environment.
- Strong English communication and customer-facing support skills.
- Experience using ticketing and documentation systems.
- Hands-on experience troubleshooting Microsoft 365 environments.
- Experience supporting end users and desktop systems.
- Experience with Kaseya and Datto Autotask.
- Experience with ConnectWise (considered transferable).
- Knowledge of Active Directory administration.
- Exposure to networking concepts, including TCP/IP, DNS, DHCP, and VPNs.
- Experience supporting VoIP systems and firewall administration.
- Background in cybersecurity and ThreatLocker.
Technical Assessment
Shortlisted candidates will complete a practical technical assessment that may include:
- Microsoft 365 administration and troubleshooting.
- Active Directory exercises.
- General troubleshooting scenarios.
- Remote access to client systems.
- Full-time, permanent work-from-home setup.
- Standard schedule: 8:00 AM – 5:00 PM Mountain Time.
- Preferred schedule: 7:30 AM – 4:30 PM Mountain Time.
- Candidates must be willing to work night shifts aligned with US business hours.
Scalable OSManila
VCP, CCP)
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule....
Scalable OSManila
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• Current relevant certifications from venders such as Microsoft and CompTIA are preferred.
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