Service Desk Engineer (L2)

Position Title: Service Desk Engineer (Level 2)
Work Set-up:(Remote / Hybrid)
Salary: TBD
Schedule: 9:00 AM to 6:00 PM PH time, Monday to Friday
Holidays: Philippines

About the Role
Boomering is partnering with a leading managed services business to hire a Service Desk Engineer (Level 2) for its Philippines-based day shift. You will provide the technical depth behind the service desk for client organisations across Hong Kong, mainland China, and Singapore, taking escalations from Level 1 and owning technically complex incidents and service requests through to resolution.

This is a hands-on technical role for someone confident across Microsoft 365, Windows Server, identity, endpoints, and core networking. You will work in parallel with the Hong Kong team within an ISO 27001 and ISO 20000 certified service environment, where accurate ticket handling, controlled change, security, and adherence to service levels are essential.

As a Service Desk Engineer (Level 2):
You are technically strong, methodical, and accountable. You diagnose issues in a structured way, make sensible risk-based decisions before changing live client environments, communicate clearly with technical and non-technical stakeholders, and independently drive most escalated issues to a proper resolution.

Your Responsibilities as a Service Desk Engineer (Level 2) would be:

Escalation & Incident Ownership
• Act as the primary escalation point for Level 1 incidents and service requests requiring deeper technical investigation.
• Take full ownership of escalated tickets through to resolution, including coordinating and chasing third parties where required.
• Perform structured diagnosis, clearly recording what was tested, ruled out, and resolved rather than relying on trial and error.
• Identify recurring incidents, address underlying causes, produce root-cause summaries where required, and flag tickets at risk of breaching service levels.

Microsoft 365 Administration
• Administer Microsoft 365 tenants, including licensing, tenant health, service advisories, and Message Center actions.
• Administer Exchange Online and Entra ID, including mail flow, connectors, transport rules, shared mailboxes, groups, role assignments, MFA, SSPR, conditional access changes, and sign-in investigations.
• Administer SharePoint Online, OneDrive, Teams, Intune, and Defender for Office 365, including permissions, external sharing, policies, enrolment, compliance, quarantine, phishing, and spam triage.
• Support hybrid identity environments, tenant migrations, mailbox moves, and baseline security and compliance configuration.

Server, Network & Endpoint Support
• Support and maintain Windows Server and Active Directory environments, including builds, patching, Group Policy, replication, DNS, DHCP, file/print services, certificates, service accounts, and performance troubleshooting.
• Diagnose and resolve second-line LAN, wireless, VPN, and internet faults, including VLANs, switching, firewall/NAT rules, VPN tunnels, wireless configuration, and core network services.
• Support virtualisation platforms such as VMware vSphere or Microsoft Hyper-V, including VM lifecycle, resource allocation, snapshots, and host health checks.
• Resolve escalated Windows and macOS endpoint issues and administer Microsoft Intune, device enrolment, compliance policies, configuration profiles, application deployment, and Windows Autopilot.
• Own the technical elements of joiner, mover, and leaver processing, including access provisioning, mailbox handling, and secure removal of access.
• Use PowerShell for routine administration, bulk changes, and reporting.

Backup, Monitoring, Change & Projects
• Monitor and maintain backup platforms, investigate failed jobs, and carry out and evidence periodic restore testing.
• Manage remote monitoring and management platforms, tune alerts, manage server and endpoint patching cycles, and raise proactive tickets where health trends indicate developing issues.
• Raise, document, and implement controlled changes with impact assessment, test steps, and workable rollback plans.
• Provide second-line technical input to small projects, migrations, and client onboarding, including technical discovery and documentation.
• Schedule disruptive work into agreed maintenance windows and communicate clearly with clients before and after planned changes.

Documentation, Security & Process
• Maintain accurate client technical documentation, including network diagrams, server and application inventories, asset records, and site-specific procedures.
• Create clear, reusable resolution notes and knowledge base articles, and provide technical guidance and informal coaching to Level 1 engineers.
• Work within the client's service management processes and ISO 27001 and ISO 20000 controls, including client-specific verification and formal change procedures.
• Handle client data and credentials in line with information security policy, immediately reporting suspected security incidents.
• Maintain complete, audit-ready ticket and change evidence and propose improvements to service desk tooling, automation, and standard builds.

Experience & Background
• At least 3 to 5 years of IT support experience, including a minimum of 2 years at second-line or an equivalent technical level; MSP or multi-client experience is strongly preferred.
• Demonstrable hands-on Microsoft 365 administration experience, plus production support experience with Windows Server and Active Directory.
• Practical network troubleshooting experience beyond user-level connectivity issues, with experience working to defined service levels and formal change processes.
• Relevant certifications are advantageous, including Microsoft MS-102, MD-102 or AZ-104, CompTIA Network+, Cisco CCNA, Fortinet NSE 4, VMware VCP, or ITIL 4 Foundation.
Skills & Competencies
• Working administrator-level knowledge of Microsoft 365, including Exchange Online, Entra ID, SharePoint Online, OneDrive, Teams, Intune, and Defender for Office 365.
• Strong Windows Server and Active Directory administration skills, including Group Policy, DNS, DHCP, replication, and hybrid identity synchronisation.
• Practical networking knowledge covering VLANs, switching, routing fundamentals, firewall policy/NAT, site-to-site and remote-access VPN, wireless, DNS, DHCP, and IP addressing.
• Familiarity with virtualisation, backup and recovery, endpoint management, remote support/RMM tooling, and PowerShell administration.
• Clear written and spoken English, with the ability to explain technical problems accurately to non-technical users and senior client staff.
• Methodical troubleshooting, genuine ticket ownership, sound risk judgement, calm communication under pressure, discretion with sensitive information, and a willingness to share knowledge.

Why Join?
This opportunity places you in a core technical role within an internationally connected Managed Services team supporting client organisations across Asia. You will work across Microsoft 365, Windows Server, networking, endpoint management, backup, monitoring, security controls, migrations, and client onboarding while collaborating with experienced Level 3 engineers, Solutions Architects, and Project Managers.
PTS provides structured onboarding on its clients, tooling, and processes, with a clear progression route to Level 3 Service Desk Engineer and onward into infrastructure, Microsoft 365, networking, security specialisation, or project delivery. Progression is based on demonstrated capability, and relevant certification may be supported where useful to the business and the individual.

Your love for Boomering will jump-start with these meaningful engagement activities and perks. Using the concepts and tools of EOS (Entrepreneurial Operating System), Boomering provides a fun, rewarding and stimulating environment where work-life balance meets a commitment to foster growth.
• Genuinely caring Leadership Team
• Competitive salary package
• Company-provided full set-up for desktop/laptop with a back-up internet
• Free pre-employment Medical Assessment (T&C apply)
• HMO on the first day of hire
• 15 Vacation Leaves and 5 Sick Leaves
• Annual Performance Reviews
• Unlimited Employee Referral Incentives
• Employee Loan Facilities
• Social Clubs and Interest Workshops
• Company events where you get a chance to win amazing prizes and be rewarded for your outstanding performance.
• Statutory Benefits: Maternity, Paternity and Solo Parent Leaves, Magna Carta for Women, Retirement Benefits, OT, and Premium Pays

About Boomering:

Boomering is an ISO-certified, leading BPO company in Clark Freeport Zone, Pampanga.
Our mission to Enrich Client and Staff Lives through Simple and Smart Offshoring Solutions and our S.T.E.P. Core Values (Service, Transparency, Excellence and Partnership) are the framers of our continuing success.
Providing equal opportunities and collaborative culture of excellence, Boomering is not just your average BPO. We are here to make a difference.
Future-proof your career and pursue your passion with Boomering! We want career thrill-seekers who are committed to growth as much as we are.
Website: boomering.ph
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