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Help Desk Engineer II (Level 2) - Remote (Philippines or Indonesia)

10 hours, 53 minutes ago
Indonesia, Philippines
Full-time
Senior
Systems Administrator
DevOps and Infrastructure
Active Directory Azure DHCP DNS PowerShell TCP/IP Windows Server
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Bit by Bit

Bit by Bit

Bit by Bit offers comprehensive technology solutions, including managed IT support, cloud services, and digital marketing, tailored to enhance business efficiency and productivity.

Internet Software & Services
11-50
Founded 1987
View All Jobs 2

Description

  • Deliver end-user technical support via phone, email, and remote sessions.
  • Serve as the escalation point for Level 1 technicians on complex technical issues.
  • Manage support tickets from intake through resolution with clear documentation and SLA adherence.
  • Troubleshoot Windows and Mac systems, Microsoft 365, networking, servers, and cloud services.
  • Perform root cause analysis and implement long-term fixes for recurring problems.
  • Administer Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID.
  • Support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and file and print services.
  • Maintain virtualization, backup, endpoint security, patching, and business continuity systems.
  • Participate in client projects such as migrations, deployments, onboarding, and technology upgrades.
  • Create documentation, knowledge base articles, and standard operating procedures.
  • Mentor and train Level 1 help desk engineers.
  • Participate in after-hours or on-call support as needed.

Requirements

  • Minimum of 4 years of IT support experience.
  • Minimum of 2 years of experience in a Managed Services Provider (MSP) environment.
  • Advanced administration and troubleshooting experience with Windows Server 2016, 2019, 2022, and 2025.
  • Experience with Microsoft 365, Exchange Online, Microsoft Entra ID (Azure AD), Active Directory, Group Policy, DNS, and DHCP.
  • Experience supporting Windows 10 and Windows 11 environments.
  • Experience with Microsoft Intune, RMM platforms, PSA tools, backup and disaster recovery solutions, and endpoint protection platforms.
  • Experience with VMware and Hyper-V environments.
  • Knowledge of networking concepts including TCP/IP, VPN, VLAN, DNS, and routing fundamentals.
  • Experience with firewall and switch administration, VOIP systems, and cloud telephony platforms.
  • Strong English written and verbal communication skills and the ability to support U.S.-based clients.
  • Strong time management, prioritization, multitasking, analytical, and problem-solving skills.
  • Bachelor's degree in Information Technology, Computer Science, or a related technical field preferred, or equivalent work experience.
  • Preferred: PowerShell scripting and automation experience.
  • Preferred: Microsoft Azure administration experience.
  • Preferred: Security best practices and compliance framework experience.
  • Preferred: Experience leading or contributing to technical projects.
  • Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, Fortinet, or VMware certifications are highly desirable.

Benefits

  • Competitive compensation based on experience, technical expertise, and certifications.
  • Certification reimbursement and professional development opportunities.
  • Health and dental insurance.
  • Paid vacation and time off.
  • Retirement benefits with employer contribution.
  • Opportunities for career advancement and growth within a rapidly expanding MSP.
  • Exposure to a broad range of technologies and client environments.

Interested in this position?

Apply directly on the company website

Apply Now

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