L2 Service Desk Engineer

Staff Domain

L2 Service Desk Engineer providing advanced technical support in IT systems for end-users. Responsible for troubleshooting, system management, and collaboration within IT support.

Posted 7/21/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing advanced technical support for IT issues, including hardware, software, and network troubleshooting, while ensuring compliance with IT policies and best practices. Proficient in managing IT infrastructure and collaborating with cross-functional teams to enhance system performance and reliability.

Highest-signal resume keywords

L2 Service Desk EngineeringWindows Operating SystemLinux Operating SystemActive DirectoryITIL Framework

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Hardware IssuesTroubleshooting Software IssuesTroubleshooting Network IssuesRoot Cause AnalysisSystem Performance MonitoringIT Infrastructure ManagementConfiguration ManagementVirtualization TechnologiesDocumentation of Technical ProceduresUser Training and Guidance

Soft Skills

Problem-Solving SkillsAttention to DetailStrong Communication SkillsInterpersonal SkillsTeam Collaboration

Tools & Technologies

ConnectWise PSASharePointServer ManagementPowerShellOffice 365

Certifications & Qualifications

CompTIA A+Network+Microsoft Certified: Modern Desktop Administrator Associate

Industry Keywords

IT SupportTechnical SupportService DeskIT PoliciesSecurity Standards

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

Provide advanced technical support to resolve complex IT issues for end-users, including hardware, software, network, and application problems.
Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests.
Troubleshoot and diagnose technical problems using various tools and methodologies.
Perform root cause analysis and implement solutions to prevent the recurrence of issues.
Manage and maintain IT infrastructure, including servers, networks, and systems.
Assist in the deployment, configuration, and maintenance of IT equipment and software.
Monitor system performance and ensure high availability and reliability.
Document and maintain technical procedures, user guides, and knowledge base articles.
Collaborate with other IT teams to resolve cross-functional issues and implement new technologies.
Participate in on-call rotation and provide after-hours support as needed.
Ensure compliance with IT policies, security standards, and best practices.
Provide training and guidance to L1 support staff and end-users to enhance technical skills and knowledge.

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, or a related field.
At least 3+ years of proven experience as an L2 Service Desk Engineer, IT Support Engineer, or in a similar role.
Strong knowledge of IT systems, including Windows and Linux operating systems, Active Directory, Office 365, and virtualization technologies.
Proficiency in troubleshooting and resolving hardware, software, and network issues.
Experience with ConnectWise PSA, SharePoint, Server Management, PowerShell, and investigating security alerts.
Familiarity with ITIL framework and best practices.
Excellent problem-solving skills and attention to detail.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus.

Benefits

Comp & perks

HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more