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Outforce

Support Engineer L2 - MSP

Outforce · Pasig, Metro Manila, Philippines

Outsourcing and Offshoring Consulting · 201-500 employees

Jul 09
Mid (2-5 yrs) Full-time Philippines
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About the role

The role involves taking ownership of escalated incidents from Level 1 and driving them to resolution through advanced troubleshooting. You will also act as an escalation bridge between support and infrastructure teams while maintaining accurate documentation in the ITSM system.

What they look for

Windows Desktop Support Microsoft 365 Administration Windows Server Administration Active Directory Networking IPv4 VLANs Routing Switching DNS DHCP Sophos NinjaRMM ITSM Troubleshooting PowerShell

Requirements

Candidates must have proven Level 2 experience in an MSP environment with strong skills in Windows, Microsoft 365, and networking diagnostics. Excellent spoken and written English is required, along with high discipline in documentation and time tracking.

Full description

Role & Responsibilities

Incident Ownership & Escalation

  • Take ownership of incidents escalated from Level 1 and drive them to resolution
  • Perform advanced desktop, application and Microsoft 365 troubleshooting
  • Diagnose complex customer incidents and networking faults
  • Act as the escalation bridge between support and the systems and infrastructure teams
  • Complete full diagnostics before escalating to CIS Admin or Infrastructure Engineer, with a clear evidenced handover

Communication & Records

  • Ensure all work, updates and communications are recorded in the ITSM system
  • Respond promptly when a ticket reaches customer-replied status or on any direct request through any channel
  • Keep affected customers and internal stakeholders informed through the ticket

Quality & Continuous Improvement

  • Maintain service levels, availability and quality on owned incidents
  • Identify recurring issues and raise them for permanent remediation or automation
  • Contribute to knowledge base articles and standard operating procedures
  • Support and mentor Level 1 analysts where appropriate

Role Boundaries & Expectations

  • This role is operational, focused on incident resolution and escalation, not architecture or infrastructure design
  • Production changes are executed under approved change control raised by the systems or infrastructure teams
  • Risk acceptance and architecture decisions remain with the GM and CTO
  • Success is measured by resolution quality, communication, documentation and process adherence

Requirements

Required Experience & Essential Skills

Understanding and practical experience with:

Essential

  • Proven Level 2 experience in an MSP or comparable multi-client environment
  • Advanced Windows desktop and application support
  • Microsoft 365 administration (Exchange Online, Entra ID, Teams, SharePoint)
  • Windows Server administration and Active Directory / domain administration
  • Networking faults and diagnostics: IPv4, VLANs, routing, switching, DNS, DHCP
  • At least one security product suite, ideally Sophos
  • RMM platform experience, ideally NinjaRMM
  • High discipline with documentation and time tracking in an ITSM system
  • Excellent spoken and written English

Desirable

  • Microsoft certification (required for at least a portion of the team to meet partner benefit thresholds)
  • Hosted PBX / VoIP / SIP support (3CX advantageous)
  • Sophos XGS firewall administration
  • Exposure to virtualisation (Proxmox VE preferred)
  • Scripting for repetitive tasks (PowerShell, Bash)
  • Experience working remotely with Australian-based teams