L2 Support Engineer

About the Role

Our client is a global leader in digital shopper marketing. Backed by decades of shopper research and deep category expertise, the business uses a proprietary framework and a digital-first approach to help clients navigate an evolving retail landscape.

Our client is seeking an IT Support Engineer (L2) to provide technical support across hardware, software, network, and cloud environments. This role is focused on resolving day-to-day IT issues, improving support efficiency, and ensuring smooth IT operations across a global user base.

Key Responsibilities

End-User Support & Ticket Management

• Manage and resolve support tickets across hardware, software, access, and connectivity issues through ticketing systems, email, and collaboration tools
• Take ownership of issues through to resolution, documenting incidents clearly and escalating more complex concerns when needed

Endpoint & Device Management

• Provision, configure, maintain, and decommission user devices, including patching, firmware updates, and troubleshooting hardware issues
• Support endpoint management tools such as Intune and Autopilot, including coordinating repairs where required

Network & Connectivity Support

• Troubleshoot VPN, Wi-Fi, LAN, DNS, IP, and access-related issues, including tools such as Zscaler
• Assist with basic network support tasks and escalate more advanced issues to the relevant teams

Cloud & SaaS Administration

• Support Microsoft 365 administration, including shared mailboxes, distribution lists, and collaboration tools
• Manage SaaS onboarding, offboarding, licensing, and tool inventory across the business

Identity & Access Management

• Handle user provisioning, deprovisioning, MFA setup, and access-related support across platforms such as Microsoft Entra ID, Okta, and SSO-enabled systems
• Ensure access changes are completed accurately, on time, and in line with internal controls

Security & Compliance

• Support endpoint security, patch compliance, and internal policy enforcement across the environment
• Monitor, respond to, and report alerts or incidents from security platforms such as CrowdStrike and Arctic Wolf

Backup & Monitoring

• Monitor backup and restoration activities using platforms such as Rubrik
• Review and triage system alerts, focusing on actionable issues and reducing unnecessary noise

Process & Automation

• Follow ITSM processes across incident, request, and change management while maintaining a practical, service-focused approach
• Identify opportunities to improve efficiency through process improvements and scripting tools such as PowerShell

Collaboration

• Work closely with infrastructure, security, and application teams to resolve technical issues effectively
• Act as a key point of coordination between end users and internal technical teams during incident and problem resolution

Qualifications

• Bachelor's degree in IT or a related field is preferred
• 2–4 years of experience in IT support, helpdesk, or service desk roles
• Experience supporting Microsoft 365 environments
• Familiarity with Microsoft Entra ID / Azure AD, Okta, or similar identity platforms
• Exposure to SaaS-based environments and user lifecycle management
• Experience with Intune and Autopilot
• Good understanding of networking fundamentals including TCP/IP, DNS, VPN, and general connectivity troubleshooting
• Familiarity with security tools such as CrowdStrike and Zscaler
• Strong communication, customer service, and problem-solving skills
• Able to manage multiple priorities in a fast-paced support environment

Working Conditions

• Hybrid work setup based in Makati, Metro Manila
• Shift-based schedule aligned with global support coverage
• May require limited on-call support for critical incidents
• Supports users across multiple regions and time zones