L2 Systems Engineer - REMOTE

Account overview: Is a managed office solutions provider offering integrated technology services to businesses. With over 25 years of industry experience, they deliver tailored solutions to enhance productivity and efficiency.

Core Services:

Managed IT Services
Print Solutions
Cloud Services
Security Solutions

Candidates must demonstrate exceptional customer service skills and technical expertise while supporting our customers networking infrastructure, servers, hardware, and line of business applications. Supported networks will be Microsoft based both on customer sites and hosted customer environments in our datacenter.

Qualified candidates will be self-motivated, multitasking, pro-active individuals who demonstrate the ability to go beyond text-book training to anticipate and prevent typical problems, as well as quickly and intuitively solve new problems.

Qualifications:

Proven experience in a Managed Service Provider (MSP) environment supporting multiple clients across various industries.
5+ years currently working in a core technical area.
8+ years' experience in an IT department.
Strong background in network troubleshooting, including diagnosing connectivity issues, configuring routers/switches/firewalls, and resolving performance-related problems.
Excellent customer-facing communication skills, with demonstrated ability to engage directly with end-users via phone, email, or remote sessions.
Experience handling technical support escalations and providing Level 2 or higher-tier support to clients.
Ability to explain technical concepts clearly to both technical and non-technical users.
Familiarity with ticketing systems, remote monitoring and management (RMM) tools, and standard documentation practices.
Certifications such as CompTIA Network+, CCNA, or equivalent are preferred but not required.
Self-starter with strong problem-solving skills and the ability to work independently or as part of a distributed team.
Excellent professional communication skills including excellent oral and written skills

Duties & Responsibilities:

Troubleshoot live production server environments
Business application troubleshooting
Network and firewall troubleshooting
Incident resolution
Understanding and troubleshooting problem/incident
Documenting resolution of incident
Determining incident root cause
Making recommendations and defining action plans
Mentoring Sharing Best Practice knowledge and lessons learned
Assisting and providing guidance to peers
Assisting in the improving the overall customer service experience

Perks:

Remote Work Setup
Company Laptop provided
HMO Coverage on Day 1 + Free HMO Dependent After 6 Months
Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)
Unused Leave Conversion
Attendance Bonus
Annual Bonus
Monthly Prizes and Bonuses
PHP 10k to 30k Referral Bonus