OutForce
Support Engineer L2 - MSP
- Compensation
- Not disclosed
- Location
- Pasig, Philippines
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- Support
- Posted
Skills
Must have
- 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
Nice to have
- • 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
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