Help Desk Engineer (Permanent WFH)

Summary

Qmulus Solutions is a Virtual Staffing Solution based in Victoria, BC, Canada. We continue to grow our offshore team in the Philippines, and we are looking for an experienced Helpdesk Engineer to support a Canadian Managed Service Provider (MSP). The successful candidate will provide Level 2 technical support, assist with more complex escalations, and perform server administration and infrastructure maintenance tasks.

This role requires strong troubleshooting skills, excellent English communication, and the ability to work independently during the later portion of the North American business day.

Key Responsibilities:

• Provide Level 2 technical support to MSP clients through phone, email, remote access, and ticketing systems.
• Troubleshoot Windows workstations, applications, network connectivity, and Microsoft 365 environments.
• Administer and troubleshoot Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and file services.
• Support Microsoft 365, Exchange Online, Entra ID, and user account administration.
• Perform scheduled after-hours maintenance, patching, updates, and routine server administration.
• Troubleshoot networking issues involving firewalls, VPNs, switches, and wireless connectivity.
• Monitor and respond to infrastructure alerts, backup failures, and service interruptions.
• Escalate complex infrastructure issues when appropriate and coordinate with senior engineers.
• Maintain accurate ticket documentation, troubleshooting notes, and client communications.
• Assist with infrastructure projects, migrations, and system improvements as required.

Qualifications:

• A background in IT, Computer/Software Engineering or Computer Science is preferred, but open to non-conventional degrees and education if abilities can be demonstrated
• 5+ years of professional IT support experience, preferably in an MSP environment.
• Strong hands-on experience supporting Windows Server and Microsoft 365 environments.
• Experience troubleshooting Active Directory, DNS, DHCP, Group Policy, and network connectivity.
• Demonstrated ability to resolve Level 2 technical issues independently.
• Familiarity with remote monitoring and management (RMM) and professional services automation (PSA) platforms.
• Strong customer service skills and clear spoken and written English.
• Ability to prioritize competing support requests and work with minimal supervision.
• Willingness to work an evening schedule aligned with Pacific Time.
• Experience with Hyper-V, VMware, or other virtualization platforms.
• Familiarity with backup and disaster recovery solutions such as Veeam, Datto, or similar platforms.
• Experience with firewall administration, VPN troubleshooting, and network infrastructure.
• Exposure to Azure infrastructure, PowerShell scripting, and automation.
• Experience performing server maintenance and responding to after-hours infrastructure incidents.
• Microsoft, CompTIA, or other relevant industry certifications.

Working Conditions

Work from home set-up; 5-day work week

Keep doing what you are good at. Choose Qmulus!

Why Join our Team

• Your health and your family comes first!
• Work and Life Balance
• Above Industry Salary Package
• Full Company Benefits Package
• You get your birthday off!
• Internal Career Opportunity
• Collaboration and Mentoring

Job Types: Full-time, Permanent

Benefits:

• Work from home