L2 Escalation Engineer / Service Desk Escalations Engineer - MSP (Remote)
Second-line Service Desk escalation engineer for a U.S.-based MSP's small/medium business clients: handling incoming desk calls, triaging tickets, and resolving escalated issues across endpoints, identity, networking, and cloud. Core stack is Microsoft 365/Entra ID (Conditional Access, MFA), Intune/Autopilot endpoint management, and Exchange Online.
- Compensation
- Not disclosed
- Location
- Cebu City, Cebu, Philippines
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Nice to have
- Hands-on experience with networking concepts and Microsoft 365 administration
- Experience administering Microsoft Entra ID (Azure AD)
- Experience configuring Conditional Access policies and MFA enforcement
- Hands-on experience with Microsoft Intune and endpoint management
- Familiarity with Exchange Online, SharePoint Online, and OneDrive administration
- Experience working in a multi-tenant MSP environment
- Microsoft certifications such as AZ-104 (Azure Administrator), MD-102 (Endpoint Administrator), or MS-102 (Microsoft 365 Administrator)
Full description
Job Title: L2 Escalation Engineer About the Client: is a U.S.‑based managed IT services and technology solutions company. It helps small and medium‑sized businesses improve and secure their IT operations through proactive support, cybersecurity, cloud services, automation, and consulting — going beyond basic tech support to make IT a strategic asset for growth and productivity.
Overview: This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys troubleshooting complex technical issues, and is comfortable handling incoming Service Desk calls while providing technical guidance to both end users and junior technicians. The ideal candidate will have hands-on experience with networking concepts and Microsoft 365
administration, including identity management, security policies, and endpoint management. Candidates with experience aligned to Microsoft certifications such as AZ-104 (Azure Administrator) and MD-102 (Endpoint Administrator) will be well suited for this position.
Responsibilities:
Service Desk & Client Support
- Serve as a primary point of contact for incoming Service Desk calls, providing timely and professional technical support.
- Perform ticket triage to properly prioritize, categorize, and route issues to the appropriate queue or escalation path.
- Troubleshoot and resolve escalated technical issues across endpoint, identity, networking, and cloud services.
- Communicate effectively with end users to gather technical details, explain resolutions, and ensure a high level of client satisfaction.
Microsoft 365 Administration
- Administer Microsoft 365 environments across multiple client tenants.
Manage user accounts, licensing, and access controls within Microsoft Entra ID (Azure AD).
- Configure and maintain Conditional Access policies to enforce security requirements such as MFA, device compliance, and location-based restrictions.
- Support Exchange Online administration, including mailbox permissions, mail flow troubleshooting, and distribution group management.
- Assist with SharePoint Online and OneDrive troubleshooting, permissions management, and synchronization issues.
Endpoint & Device Management
- Support endpoint management through Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and application deployment.
- Assist with Autopilot deployments, device provisioning, and lifecycle management.
- Troubleshoot device compliance issues related to Conditional Access and Intune policies.
**Qualifications:
**Preferred
- Experience administering Microsoft Entra ID (Azure AD).