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Service Desk Engineer (L2)
Job Location:
Job Location:
Angeles - Philippines
Salary:
Not provided by the employer
Salary:
Experience Required:
4-5years
Experience Required:
Posted:
26 September 2026 (7 hours ago)
Posted:
Application Deadline:
24 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 clients 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:
Career Portal: and LinkedIn: Boomering Inc.; Boomering careers
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 clients 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:
Career Portal: and LinkedIn: Boomering Inc.; Boomering careers
Required Skills:
Full Stack React 19 Tailwind CSS Ant Design TanStack Router/Query Fastify Prisma 6 tRPC PostgreSQL Redis BullMQ ESLint 9 Vitest Playwright TypeScript JavaScript Stripe SendGrid secure OAuth/OIDC flows GraphQL tRPC Monorepos
Required Education:
BS Information Technology or any related courses
