L2 Escalation Engineer
STAFFVIRTUAL
full-time
Posted on:
Location Type: Remote
Location: Philippines
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About the role
- 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.
- 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.
- 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.
Requirements
- Preferred 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:
- o AZ-104 – Azure Administrator
- o MD-102 – Endpoint Administrator
- o MS-102 – Microsoft 365 Administrator
Benefits
- Competitive compensation and benefits package
- HMO Day 1 + FREE dependent coverage
- De minimis and allowances
- Attendance bonus
- Paid time offs
- Company-provided work setup (laptop, monitor, accessories)
- Training, career growth, and global exposure
- A collaborative and supportive team culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticket triagetroubleshootingendpoint managementConditional Access policiesMFA enforcementdevice complianceuser account managementpermissions managementapplication deploymentlifecycle management
Soft Skills
communicationclient satisfactionproblem-solvingtechnical supportprioritization
Certifications
AZ-104MD-102MS-102