L2 Service Desk Engineer

🔥 12 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Satellite Office

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

📦 Logistics

📣 Marketing

✈️ Travel

Logistics • Marketing • Travel

Satellite Office is a Philippines-based employer and workspace services company that connects Filipino professionals with global clients. It offers premium, technologically equipped office locations across Metro Manila and Cebu and places employees in roles supporting major international brands. The company emphasizes employee engagement, continuous learning and development, competitive compensation and benefits, and a people-focused culture recognized by Great Place to Work®.

📋 Description

• Resolve complex incidents exceeding L1 scope through advanced diagnosis and troubleshooting • Restore client services and stabilise client environments • Diagnose root causes and apply advanced technical fixes • Maintain clear, reusable technical records and knowledge documentation • Prioritise work and coordinate with peers to meet service commitments • Proactively monitor supported systems and respond to alerts • Participate in major incident response, technical investigation, fixes, status updates, and Incident Manager support • Resolve issues within L2 scope and escalate to L3 with complete technical context when necessary • Communicate issues, actions taken, and expected outcomes clearly to clients • Meet performance outcomes defined in the Goals & Objectives plan • Participate in an on-call rotation if required • Follow ITIL-based incident management, service request, and escalation processes • Refine resolution approaches and improve knowledge quality • Ensure documentation, security, and audit compliance for advanced technical work • Coach L1 engineers and reduce avoidable escalations • Coordinate with vendors and drive vendor cases to resolution

🎯 Requirements

• 3–5 years minimum of experience in technical support roles, with progression from frontline to advanced troubleshooting • Experience handling escalated incidents requiring deeper technical knowledge and systematic diagnostic approaches • Advanced knowledge of Windows Server basics • Active Directory administration, including Group Policy, DNS, and DHCP troubleshooting • Azure/M365 administration beyond fundamentals • Networking troubleshooting, including connectivity issues, VPN, and basic firewall concepts • Security awareness • Strong understanding of ITSM frameworks; ITIL required • Practical experience in incident management, major incident response, escalation management, and problem identification • Demonstrated ability to mentor and coach junior team members • Vendor engagement and third-party vendor coordination experience • Microsoft 365 Certified: Administrator Expert (MS-102), Azure Administrator (AZ-104), or equivalent advanced platform knowledge • ITIL 4 Foundation as the minimum baseline certification • Preferred: CompTIA Network+, Security+, Microsoft certified tracks, or equivalent practical troubleshooting expertise in MSP environments

🏖️ Benefits

• Learning opportunities, mentoring, and support for professional growth • Team-building events • Company-wide celebrations • Wellness programs • World-class office spaces • Work directly with international clients and global brands • Continuous learning and development • Engaging employee programs • Vibrant and inclusive workplace culture