IT Helpdesk Engineer Level 2

IT Support Engineer - Level 2

Managed IT Services Division

POSITION OVERVIEW

Ocean Tide is seeking L2 IT Support Engineers to handle escalated technical issues that require deeper troubleshooting and systems expertise. You will work closely with L1 engineers, providing mentorship and handling complex tickets involving Microsoft 365 administration, networking, server issues, and security events. This role requires strong diagnostic skills and the ability to resolve issues across diverse customer environments.

KEY RESPONSIBILITIES

• Handle escalated tickets from L1 that require advanced troubleshooting

• Troubleshoot and support customer line-of-business (LOB) applications, including ERP, CRM, accounting, and industry-specific software

• Coordinate with third-party application vendors on escalated issues, patches, and compatibility problems

• Perform advanced Microsoft 365 administration (Exchange Online mail flow rules, conditional access policies, DLP configuration, Teams administration, SharePoint site management)

• Manage Active Directory and Entra ID (Group Policy troubleshooting, hybrid identity issues, conditional access, MFA configuration)

• Troubleshoot network connectivity issues (VPN, firewall rules, DNS resolution, DHCP, Wi-Fi, routing)

• Administer and troubleshoot Windows Server environments (file shares, print services, DHCP/DNS server roles)

• Manage endpoint patching via NinjaOne (patch policy configuration, testing, deployment scheduling, compliance reporting)

• Investigate and respond to security alerts from XDR/EDR platform in coordination with US SOC team

• Perform root cause analysis on recurring issues and implement permanent fixes

• Create and maintain technical documentation, runbooks, and knowledge base articles

• Mentor L1 engineers and conduct knowledge transfer sessions

• Participate in on-call rotation for after-hours critical escalations

• Execute vulnerability remediation tasks identified by scanning tools

• Assist with customer onboarding projects (tenant configuration, endpoint enrollment, policy deployment)

• Generate and review patch compliance and system health reports for customers

• Manage tickets and time tracking in PSA platform (HaloPSA, NinjaOne Ticketing, or similar)

• Troubleshoot firewall rules, VPN configurations, and network access issues

REQUIRED QUALIFICATIONS

• Minimum 3 years experience in IT technical support, systems administration, or MSP/helpdesk environment

• Strong hands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID, Intune basics)

• Solid understanding of Active Directory (GPO, OU structure, replication, hybrid environments)

• Experience with Windows Server 2016/2019/2022 administration

• Networking fundamentals (TCP/IP, DNS, DHCP, VPN, basic firewall concepts, subnetting)

• Linux administration fundamentals (command line, file systems, service management, user administration, log analysis)

• Experience with RMM tools for endpoint management and remote support

• Demonstrated ability to learn and troubleshoot unfamiliar business applications (ERP, CRM, accounting, industry-specific software)

• Experience with patch management processes and tools

• Strong analytical and problem-solving skills

• Excellent English communication skills (written and verbal)

• Ability to manage multiple customer environments simultaneously

• Comfortable working US business hours (night shift in Manila)

PREFERRED QUALIFICATIONS

• NinjaOne RMM administration experience (scripting, automation, policy management, ticketing)

• Experience with PSA platforms (HaloPSA, ConnectWise, Autotask, or similar)

• Experience with endpoint security/XDR/EDR platforms (SentinelOne, CrowdStrike, Sophos, or similar)

• PowerShell scripting for automation and administration tasks

• Experience with Intune/endpoint management for device compliance

• Hands-on experience with firewalls (Fortinet, SonicWall, Meraki, pfSense, or similar)

• Familiarity with ITIL processes (incident, problem, change management)

• Experience managing multi-tenant environments in an MSP setting

• Cloud infrastructure experience (Azure IaaS basics, AWS fundamentals)

CERTIFICATIONS

• Preferred: CompTIA A+ and Network+, Microsoft 365 Certified: Administrator Expert (MS-102), CompTIA Security+

• Nice to Have: ITIL Foundation, Azure Administrator Associate (AZ-104), CompTIA Server+

TOOLS & TECHNOLOGY

• Primary Platform: NinjaOne RMM (advanced administration, scripting, automation, patch policies)

• PSA/Ticketing: HaloPSA, NinjaOne Ticketing (time tracking, SLA management, reporting)

• Core Environment: Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune, Purview basics)

• Server: Windows Server 2016/2019/2022, Active Directory, Group Policy

• Security: XDR/EDR platforms, endpoint protection, vulnerability scanning tools

• Scripting: PowerShell (required), basic batch scripting

• Networking: Firewalls (Fortinet, SonicWall, Meraki), VPN, DNS, DHCP, basic switch/router configuration