L2 CLoud Operations Engineer
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Job Location:
Makati City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
This is a remote position.
SUMMARY
As an L2 Cloud Operations Engineer you will serve as a critical member of our Service Desk team delivering expert-level technical support to our global hedge fund and financial services clients across the US and UK. This is a hands-on client-facing role focused on resolving complex technical issues across cloud infrastructure networking endpoint management and back-end systems. You will operate within our 24/7 operations environment ensuring that our clients experience seamless technology performance every day.
This role is the technical backbone of our service desk sitting between frontline triage and senior engineering escalation. You will be expected to take ownership of incidents drive resolution within SLAs and contribute to continuous service improvement.
JOB RESPONSIBILITIES
- Client-Facing Service Desk Operations
- Provide second-line technical support to hedge fund and financial services clients across the US and UK ensuring all incidents and service requests are resolved within defined SLAs
- Serve as a primary escalation point from L1 support taking ownership of complex issues and driving them through to resolution
- Monitor client cloud infrastructure trading systems and endpoints using enterprise monitoring and alerting tools
- Manage support tickets end-to-end using Jira Service Management ensuring thorough documentation of troubleshooting steps resolutions and time entries
- Utilize Jira for project tracking change requests and coordinate with cross-functional teams on operational initiatives
- Communicate clearly and professionally with clients providing timely updates on incident progress and resolution timelines
- Desktop and Endpoint Support
- Deliver granular expert-level desktop troubleshooting across Windows 10/11 environments including OS-level diagnostics application conflicts driver issues and performance optimization
- Administer and troubleshoot Microsoft Intune/Endpoint Manager for device enrollment compliance policies application deployment and configuration profiles
- Manage Active Directory and Azure AD user accounts group policies (GPOs) security groups distribution lists and organizational units
- Support and troubleshoot Microsoft 365 suite including Exchange Online Teams SharePoint Online OneDrive and Outlook connectivity
- Provide Mac/Linux desktop support as required in mixed-OS client environments
- Cloud and Infrastructure Operations
- Operate and support client Microsoft Azure environments including Azure Virtual Machines Azure AD Azure Virtual Desktop (AVD) Conditional Access and Azure Networking
- Administer and troubleshoot Office 365 tenant configurations mail flow security and compliance policies and license management
- Support Windows Server environments (2016/2019/2022) including Active Directory DNS DHCP DFS Group Policy and Print Services
- Assist with VMware ESXi and virtualization platforms including VM provisioning snapshot management and basic hypervisor troubleshooting
- Support VDI environments including Azure Virtual Desktop (AVD) Citrix and thin client configurations
- Networking and Security
- Perform basic to intermediate network troubleshooting including TCP/IP DNS DHCP subnetting VLANs and routing
- Configure and troubleshoot SSL VPN and IPsec VPN connections for remote client access
- Administer and perform basic configuration and troubleshooting on Fortinet FortiGate firewalls including firewall policies NAT rules and VPN tunnels
- Support Cisco Meraki environments including wireless access points switches and security appliances via the Meraki Dashboard
- Perform basic Cisco networking tasks including switch port configuration VLAN management and interface troubleshooting
- Troubleshoot wireless connectivity issues across enterprise environments including SSIDs authentication signal strength and roaming
- Continuous Improvement and Collaboration
- Contribute to knowledge base documentation runbooks and standard operating procedures to reduce repeat incidents
- Identify opportunities for automation and process improvement to reduce manual overhead and improve service delivery
- Collaborate with L3 engineers and senior operations staff on escalated issues and root cause analysis
- Participate in shift rotations and on-call schedules as part of the 24/7 cloud operations team
QUALIFICATIONS
- Minimum 3 years of experience in a second line (L2) helpdesk service desk or cloud operations role supporting enterprise environments
- Demonstrated experience supporting Windows-based servers desktops Azure Office 365 Intune and Active Directory environments
- Proven experience in a client-facing MSP/MSSP environment with stringent SLA requirements
- Experience working with Jira Service Management or similar ITSM ticketing platforms and ITIL-aligned processes
- Technical Skills
- Expert-level Windows desktop troubleshooting (Windows 10/11) OS diagnostics imaging application support and performance tuning
- Strong working knowledge of Microsoft Azure (VMs Azure AD AVD Conditional Access Azure Networking)
- Proficient in Microsoft 365 administration (Exchange Online Teams SharePoint Intune Security & Compliance)
- Solid understanding of networking fundamentals: TCP/IP DNS DHCP subnetting VLANs routing and wireless technologies
- Hands-on experience with SSL VPN and IPsec VPN configuration and troubleshooting
- Basic to intermediate knowledge of Fortinet FortiGate firewalls (policies NAT VPN)
- Working knowledge of Cisco Meraki (wireless switching security appliances) and basic Cisco networking
- Experience with Windows Server (2016/2019/2022): AD DNS DHCP GPO DFS Print Services
- Familiarity with VMware ESXi and virtualization concepts (VM management snapshots resource allocation)
- PowerShell scripting for task automation and operational efficiency
- Soft Skills
- Excellent written and verbal communication skills with a client-first mindset
- Ability to work independently and manage multiple priorities under pressure
- Strong analytical and problem-solving skills with attention to detail
- Team-oriented with a collaborative and proactive approach to service delivery
- Nice to Have
- Microsoft certifications (AZ-104 AZ-900 MS-102 MS-900 or similar)
- Fortinet NSE certifications (NSE 14)
- Cisco CCNA or Meraki certifications
- ITIL Foundation certification
- Experience with security tools (SIEM EDR email security platforms such as Mimecast)
- DevOps exposure or experience with automation scripting (PowerShell Python)
- SQL experience for data queries and reporting
- Prior experience supporting financial services hedge fund or trading environments
- A degree in Computer Science Information Technology or related field
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
