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Level 2 Technician – IT & VoIP

ScalableOS

Job Location:

National Capital Region - Philippines

Monthly Salary: Not provided by the employer

Experience Required: 5years

Posted: 24 May 2026 (30+ days ago)

Application Deadline: 21 August 2026

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

SUMMARY

The Level 2 Technician IT & VoIP is responsible for resolving escalated technical issues across endpoints servers networks and voice systems delivering stable high-quality IT and VoIP services for multiple MSP clients. This role owns complex troubleshooting configuration changes and vendor coordination especially for VoIP environments where hosted experience is a strong advantage.

JOB RESPONSIBILITIES

Escalated IT support (L2)

Own escalated tickets from L1 for desktops laptops printers and standard business applications resolving issues that go beyond scripted fixes.
Support Microsoft 365/Entra ID/AD: user provisioning/deprovisioning permissions shared mailboxes and basic group/policy issues.
Perform L2 Windows Server tasks: troubleshoot common server issues review event logs manage disk space coordinate patching/reboots during maintenance windows and resolve file/permission problems.
Troubleshoot network issues at the L2 level: site connectivity problems firewall rules DHCP/DNS issues WiFi problems and VPN connectivity.
Work through a daily schedule of tickets and tasks in the PSA maintaining SLAs and keeping clients informed of progress.

VoIP / Hosted VoIP-focused responsibilities

Handle escalated VoIP tickets from L1: no audio/oneway audio dropped calls registration issues and recurring call quality complaints.
Configure and maintain VoIP environments: call routing ring groups queues autoattendants voicemail policies time schedules and basic contact center flows.1843
Provision and update IP phones and softphones using templates bulk provisioning and platform tools (SkySwitch or similar).
Investigate call quality issues endtoend: review CDRs analyze network conditions (latency jitter packet loss) check QoS and firewall/NAT behavior and implement corrective changes.
Work with SkySwitch (or other carriers/providers) on platform or carrier-side issues driving vendor tickets to resolution and communicating outcomes internally.

Collaboration and escalation

Act as a technical escalation point for L1 techs on both IT and VoIP issues; coach them on recurring problems and best practices to reduce future escalations.
Collaborate with the Service Desk Coordinator on ticket priority scheduling and handoffs ensuring complex work is planned and communicated clearly to clients.
Escalate to senior engineers or architects for project-level work major incidents or deep network/voice design changes providing clean documentation and findings.

Documentation and continuous improvement

Document all troubleshooting configurations and changes in the PSA and knowledge base so issues can be resolved faster next time.
Identify patterns in recurring issues (IT or VoIP) and recommend improvements to standards templates and monitoring to reduce noise and improve reliability.

QUALIFICATIONS

Ideal technical profile

3 years in technical support roles including at least 12 years in an MSP or multiclient environment.
Strong Windows endpoint and Microsoft 365/Entra ID/AD skills (user management common policies standard apps).

Windows Server experience

Comfortable administering modern Windows Server versions (2016/2019/2022) in smallmid-sized environments.
Active Directory: users groups basic OU structure group membership file/NTFS permissions.
DNS and DHCP: create/modify scopes and reservations troubleshoot name resolution issues basic DHCP problems.
Group Policy: understand edit and troubleshoot common GPOs impacting users and workstations (drive mappings basic security/settings).
Common L2 server tasks: basic server troubleshooting (services event logs disk space performance symptoms) patching/reboot coordination and configuring/troubleshooting file shares and permissions.
Nice to have: HyperV or VMware in SMB environments and RDS/Terminal Services basics (sessions simple app issues).

Networking and VoIP

Solid networking fundamentals: VLANs DHCP DNS routing firewall rules VPNs and basic QoS concepts.
Hands-on VoIP experience: provisioning IP phones/softphones configuring call flows (ring groups queues autoattendants) and troubleshooting call quality (jitter latency packet loss).
SkySwitch or similar whitelabel VoIP platform experience (or equivalent multitenant VoIP system) is a strong plus.

Tools and soft skills

Comfortable working in PSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all work thoroughly.
Strong analytical problemsolving and communication skills; able to explain complex issues in simple terms to clients and L1 techs.

JOB REQUIREMENTS