This is a remote position.
PHILIPPINE-BASED FILIPINO APPLICANTS We are looking for a highly skiiled
L2 Service Desk Engineer provides advanced technical support by diagnosing and resolving complex IT issues across desktop, software, Office 365, and basic networking. The role focuses on meeting SLA targets, supporting L1 escalations, maintaining system stability, and improving service quality. You will troubleshoot incidents, manage tickets, support users remotely or onsite, and work closely with the wider IT team to ensure reliable and efficient IT services.
Key Responsibilities- Manage and resolve incident and service request tickets within SLA and quality standards
- Provide technical support via phone, remote tools, or onsite when required
- Monitor ticket queues and respond within service guidelines
- Install, update, and troubleshoot Windows OS and business applications
- Fix software errors, configuration issues, and remove viruses using standard tools
- Assist with system patching, updates, and software installations
- Troubleshoot networking and VPN connectivity issues
- Maintain accurate ticket updates and documentation
- Contribute to and update the Service Desk knowledge base
- Monitor recurring issues, identify trends, and suggest improvements
- Follow incident and request management processes
- Support continuous improvement initiatives within the Service Desk
Requirements
Application Criteria
- Relevant degree, diploma, or technical/business qualification
- 23 years experience in a Help Desk / Service Desk / MSP environment
- Experience using ticketing tools such as ConnectWise, ServiceNow, Remedy, or similar
- Familiar with call handling systems (RingCentral, Cisco, Alcatel, or similar)
- ITIL certification (preferred) or understanding of service management practices
- Experience with:
- Office 365 administration and troubleshooting
- Active Directory and Group Policy management
- Basic networking (DNS, DHCP, VPN, Subnets)
- VoIP or cloud communication platforms
- Strong troubleshooting skills across hardware, software, and network issues
- Good communication and documentation skills
- Able to work in a fast-paced MSP environment
Work Environment & Expectations While this is a work-from-home position, it is important to note that this is a full-time rolenot a freelance or flexible-hour arrangement. You will be expected to work a fixed shift and maintain a high level of professionalism and accountability, just as you would in an office environment.
This role requires:
Discipline and commitment to set working hours (strict shift times, not flexible)
Use of time tracking software during work hours
Active participation in team and client calls with your camera ON
Consistent availability and responsiveness throughout your shift
Treating this as a long-term, full-time jobnot a side gig or freelance task
Payroll is processed bi-monthly.
We're looking for someone who values structure, is dependable, and thrives in a role that provides consistency and clarity. If you're seeking stability and a team that appreciates reliability, we'd love to hear from you.
Benefits
1.
Monthly Salary: Php 70,000 2. Salary will be paid on a bi-monthly basis on the 15th and 30th or 31st of each month
3. You will be paid extra for overtime and Philippines public holidays
4. Probation: 6 months and after Probation
- 20 days annual leave credits
- 10 days of sick leave
5. HMO offered after 6-months probation
6. Eligible for 13th Month Pay after 30 days
7. Annual Salary Review
8. Laptop provided after 30 days
9.
Permanent work-from-home role. You will have to use your own internet.
10.
SHIFT TIMES: WEEKLY ROTATIONAL SCHEDULE, Monday to Friday, Weekends off
- First Shift - 4 AM to 1 PM PHT
- Second Shift - 6 AM to 3 PM PHT
- Third Shift - 8:30 AM to 5:30 PM PHT
