IT Support Engineer - Level 2 | WFH | Day Shift | Weekends Off | Day 1 HMO

Advance Your Global IT Career Supporting Enterprise Technology from Anywhere

By combining technical expertise with exceptional customer support, you'll help strengthen client operations while contributing to continuous service improvement. Join Emapta for a long-term global career where top 1% talent enjoys meaningful work, work-life balance, professional growth, and the opportunity to collaborate with international teams.

Snapshot

Shift: Day Shift, Weekends Off

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

• Minimum of 5 years of Level 2 experience in an MSP, IT support, help desk, or a similar technical role, supporting diverse customer environments
• Experience supporting overseas customers remotely, with strong self-discipline, organization, transparency, and proactive communication
• Advanced troubleshooting skills across Windows desktop and server operating systems, Microsoft 365, networking, cloud platforms, storage, hardware, and business applications
• Advanced hands-on knowledge of Microsoft technologies, including Microsoft 365, Exchange Online, Entra ID, Intune, SharePoint, OneDrive, Microsoft Teams, Windows Server, Active Directory, Group Policy, DNS, DHCP, user lifecycle management, and hybrid identity
• Strong knowledge of networking and cybersecurity, including TCP/IP, VPNs, VLANs, routing, switching, wireless networking, Fortinet/FortiGate firewalls, Microsoft Defender, Multi-Factor Authentication (MFA), Conditional Access, email security, vulnerability remediation, and managed security platforms such as MDR, EDR, ITDR, and SIEM
• Experience with Google Workspace, Microsoft 365 and data migrations, virtualization platforms (VMware or Hyper-V), Azure Virtual Desktop, backup and disaster recovery solutions, and structured change management processes
• Proficiency in RMM and PSA platforms, PowerShell scripting, automation, technical documentation, and technical project delivery within an MSP environment
• Experience mentoring junior technicians through technical guidance, knowledge sharing, and hands-on support
• Excellent written and verbal communication skills, with the ability to engage effectively with customers, colleagues, vendors, and both technical and non-technical audiences
• Strong collaboration, organizational, and time management skills, with the ability to prioritize competing tasks, maintain accurate documentation, meet deadlines, and contribute to team success

• Industry-recognized certifications such as Microsoft, Cisco, CompTIA, Fortinet, or ITIL
• Microsoft certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Administrator Expert, or equivalent
• Fortinet certifications such as NSE4, FCF, FCA, or equivalent
• Cisco certifications such as CCNA or equivalent
• CompTIA certifications such as Network+, Security+, or Server+
• ITIL Foundation certification

Responsibilities

• Proactively monitor the health, performance, and security of internal and customer systems to identify and mitigate risks, maintain system stability, and minimize disruptions.
• Apply updates, patches, and preventative maintenance, testing changes where appropriate to maintain system reliability, security, and availability.
• Identify and implement system improvements while delivering small technical projects that enhance operational efficiency, performance, and security.
• Monitor and maintain backup systems by performing backup verification, restoration testing, and disaster recovery activities to ensure successful system recovery following data loss or catastrophic failures.
• Conduct security reviews and vulnerability assessments while implementing remediation measures to maintain compliance with security standards and reduce risk.
• Troubleshoot and resolve complex hardware, software, cloud, and network issues, and assist Level 3 technicians with Priority 1 incident investigations and remediation, collaborating with external vendors as needed.
• Manage support tickets in accordance with company procedures, ensuring timely progression, accurate documentation, and SLA compliance.
• Escalate unresolved or specialized technical issues to Level 3 after completing all required troubleshooting and documentation.

• Serve as the primary technical escalation point for Level 1 technicians by providing advanced technical support and resolving escalated issues.
• Provide technical guidance, mentoring, and hands-on support to Level 1 technicians while sharing troubleshooting techniques and best practices.
• Facilitate effective communication during escalations by ensuring troubleshooting steps, findings, and technical information are clearly documented.
• Contribute technical solutions, best practices, and troubleshooting procedures to the team's knowledge base.

• Lead the technical delivery of small IT projects from planning through completion, including system upgrades, new implementations, and infrastructure improvements.
• Plan, schedule, and execute projects with the Service Delivery team while meeting technical requirements, project objectives, and agreed timelines.
• Support larger or more complex projects by providing technical expertise and implementation assistance alongside Level 3 technicians.
• Identify and mitigate technical risks during project planning and implementation to maintain system stability and security.
• Participate in post-project reviews by identifying lessons learned and recommending improvements for future project delivery.

• Serve as the subject matter expert for internal tools, endpoints, and supporting infrastructure by managing their configuration, optimization, and troubleshooting.
• Utilize RMM and PSA platforms to monitor system health, apply patches, automate routine tasks, and optimize performance across customer and internal environments.
• Configure and customize RMM dashboards, PSA workflows, and other tools to improve operational efficiency and support business requirements.
• Evaluate, test, and implement new tools and technologies that support business and customer needs.
• Monitor automated processes, including backups, patching, and updates, while investigating and resolving failures.
• Configure, maintain, and troubleshoot Microsoft 365, cloud backup solutions, and managed security platforms.
• Ensure software licensing complies with vendor, legal, and company requirements.
• Analyze monitoring trends, recurring issues, and potential risks, implementing proactive improvements to enhance service reliability.

• Maintain and update technical documentation, including system configurations, standard operating procedures, and customer troubleshooting guides.
• Document client communications, system changes, ticket activities, and project updates within the PSA platform to maintain accurate service records.
• Contribute technical solutions, best practices, troubleshooting procedures, and new standards to the company knowledge base and Technician's Handbook.
• Record recurring issues, monitoring trends, performance findings, and risk mitigation activities to support continuous improvement.

• Maintain professional, respectful, and timely communication with customers, colleagues, and the Service Delivery team.
• Keep customers and internal stakeholders informed of ticket progress, project updates, risks, and issues affecting service delivery.
• Communicate technical information clearly to both technical and non-technical audiences.
• Demonstrate professionalism, empathy, and a customer-focused approach in every interaction.

• Collaborate with Level 1, Level 3, the Service Delivery team, clients, and vendors to resolve issues, deliver projects, and achieve shared objectives.
• Share knowledge, support colleagues, and contribute to a collaborative team environment.
• Follow security procedures, remain vigilant for potential security risks, and report concerns promptly.
• Identify opportunities to improve processes, tools, and workflows while recommending solutions that enhance operational efficiency and service delivery.
• Perform additional duties within the scope of the role as assigned by the Business Operations Manager.

About the Client

Its commitment to innovation, service excellence, and long-term client partnerships has earned a strong reputation for delivering reliable, secure, scalable, and future-ready technology solutions across diverse industries.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!