We help Aussie companies find top 3% remote talent in the Philippines & Nepal for a single finder's fee.
Level 2/Level 3 Engineer, MSP
Location
Philippines
Posted
23 days ago
Salary
$1.7K / month
Seniority
Mid Level
Job Description
Level 2/Level 3 Engineer, MSP
Hunt St
• Provide Level 2 technical support to end users in an MSP environment, resolving escalated desktop, application, and network issues within agreed SLAs. • Deliver outstanding customer service via phone, email, and ticketing systems, maintaining a calm, professional, and friendly manner at all times. • Administer and support Microsoft 365 services including Admin Portal, Exchange Online, SharePoint, OneDrive, and Modern Workplace features. • Troubleshoot and support Windows desktop operating systems, ensuring devices are secure, patched, and performing optimally. • Diagnose and resolve networking issues across DHCP, DNS, LAN, WLAN, and WAN environments. • Support common business applications including Microsoft Office, accounting platforms (e.g., MYOB, QuickBooks Online), Dropbox, and Adobe Creative Cloud. • Perform setup, troubleshooting, and maintenance of peripherals such as printers, scanners, and cameras. • Manage, prioritize, and resolve tickets using a ticketing system (Kaseya Autotask preferred), ensuring accurate documentation and timely updates. • Monitor and manage endpoints and alerts using RMM tools (Datto RMM preferred) to proactively identify and remediate issues. • Implement, monitor, and troubleshoot backup solutions (e.g., Datto, StorageCraft) to ensure data protection and recoverability. • Deploy and support endpoint security and XDR/antivirus solutions (e.g., Bitdefender), responding to security alerts and incidents. • Provide basic server support and assist senior engineers with server-related tasks and escalations. • Configure and support Fortinet firewalls, including initial setup, basic rule changes, and troubleshooting connectivity issues. • Maintain accurate technical documentation and contribute to knowledge base articles and internal process improvements. • Escalate complex issues appropriately while taking ownership through to resolution and follow-up with clients.
Job Requirements
- Strong spoken English (near-native/neutral accent)
- Minimum 2 years of solid MSP help desk experience
- Real hands-on MSP experience in:
- ○ Windows Server
- ○ Microsoft 365
- ○ Google Workspace
- General MSP support environments
- Strong Windows Desktop Operating System experience.
- Strong hands-on experience with both Autotask and Kaseya RMM
- Outstanding End user support and confident telephone manner
- Microsoft 365 Administration and Support experience (Admin Portal/Exchange/SharePoint/OneDrive) Modern Workspace
- Good understanding of Networking Technologies (DHCP/DNS/LAN/WLAN/WAN)
- Business Application Support experience (IE: Microsoft Applications, MYOB, QBOnline and Accounting Applications, Dropbox, Adobe CC, etc.)
- Peripheral troubleshooting (IE: printers/scanners/cameras)
- Experience with ticketing systems (ConnectWise Manage desirable)
- Experience with Backup Technologies (Datto/StorageCraft desirable)
- Experience with Antivirus/XDR Technologies (bitdefender desirable)
- Server support experience would be considerably advantageous
- Fortinet firewall experience especially on setup
- Confident logging, managing, and closing tickets end-to-end
- Familiar with Google Workspace platforms
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