IT Support Engineer (Microsoft 365)

Overview

Provide advanced Level 2 technical support to clients, resolving escalated issues and managing cloud, Microsoft and security environments for a managed IT services provider.

What you'll do

• Provide Level 2 technical support for escalated help desk tickets and client calls, ensuring timely resolution and accurate documentation.
• Diagnose, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking.
• Administer Microsoft 365 environments, including user management, security policies, email configurations, and access controls.
• Support and maintain AD environments, including user accounts, group policies, permissions, and directory services.
• Manage calls and tickets efficiently using the help desk system, updating status and communicating progress clearly.
• Assist with security administration, including MFA, conditional access, email security, and basic incident response.
• Work in a Microsoft Teams environment to communicate with team members and clients.
• Provide customer-facing support, communicating complex technical concepts clearly to clients.
• Escalate complex issues to Level 3 engineers when required and assist with implementation of solutions.
• Document resolutions, procedures, and system changes clearly and accurately.

What you'll need

• Proven experience in a Level 2 IT Support / Help Desk role, preferably within an MSP environment.
• Strong hands-on experience with Active Directory (AD).
• Strong hands-on experience with Hosted Exchange.
• Strong hands-on experience with Microsoft 365 administration and security.
• Basic networking knowledge.
• Clear and concise English communication skills, both written and verbal.
• Customer-facing experience supporting diverse clients.
• Ability to work independently, prioritize tasks, and manage multiple tickets effectively.
• Experience using MS Teams for team collaboration and client communication.
• Strong troubleshooting skills across Windows environments and common business applications.

Nice to have

• CompTIA A+ and Network+ certification (preferred, not mandatory).
• Microsoft certifications (M365, Azure, Security) (preferred, not mandatory).
• Experience with ticketing and call management systems in a help desk environment.
• Exposure to endpoint security, backup solutions, and IT infrastructure management.

Details

• Location: Quezon City, Philippines.
• Flexibility in work hours and location, with a focus on managing energy rather than time.