Level 2 IT Engineer

Level 2 IT Engineer (Remote — Philippines)
Location: Remote, anywhere in the Philippines
Employment type: Full-time
Hours: Flexible / async — outcomes-focused, with light overlap into Australian business hours where it benefits the client
Salary: PHP 70,000 – PHP 110,000 per month (commensurate with experience), plus incentives
About us
Established in 2005, we provide advanced IT solutions to mid-to-large organisations across Australia's eastern seaboard. We're on a mission to build the country's leading IT services company, and our team is a passionate, fun group with high aspirations, both individually and collectively. Our purpose is to let our clients focus on what they do best — and we're growing our remote team in the Philippines to help us do exactly that.
The opportunity
As part of our continued growth, we're looking for an experienced Level 2 IT Engineer to join us remotely from the Philippines. You'll work hand-in-hand with our Sydney-based team, owning escalated tickets, driving project work, and delivering the world-class service our clients have come to expect. The number-one goal of everyone on our team is to make our clients exceptionally happy.
This is a fully remote role. You'll need a reliable home setup, stable high-speed internet, and a quiet space to work from.

Key responsibilities
Customer service

Work on and resolve escalated matters from our Level 1 and other Level 2 engineers.
Delight clients with a friendly, quick, and helpful experience over remote sessions, phone, and chat.
Provide advanced remote troubleshooting, configuration, and software installation.
Coordinate with our Australian-based field engineers when on-site hands are required, briefing them thoroughly so jobs are closed first-time.

Project work

Plan and execute complex IT projects for our clients — server builds, M365 migrations, tenant hardening, Intune rollouts, network reconfigurations, and more.
Contribute to and add value to our Security Baseline Program.

Teamwork

Report to our Head of Service.
Follow Standard Operating Procedures (SOPs) for daily and weekly recurring tasks.
Follow all security procedures and stay vigilant for security issues.
Identify opportunities for improvement and make constructive suggestions for change.
Train and mentor Level 1 engineers across the team.

Skills and attributes
Required

A deep desire to deliver a world-class client experience.
Demonstrable Level 2 experience inside an MSP (servicing Australian, UK, or US clients preferred).
Strong Microsoft 365 and Azure administration experience.
Advanced diagnostic skills across end-user hardware, software, and network devices — delivered remotely.
Solid networking fundamentals (routing, switching, firewalls, VLANs, VPNs, Wi-Fi).
Server and virtualisation experience — Windows Server, Hyper-V or VMware.
Experience coordinating with vendors for expedited troubleshooting of hardware and software.
Great written and spoken English — clear, professional, and good-humoured.
A genuine love of solving problems and the ability to "speak both Geek and Human".
A reliable home office, backup internet, and the discipline to thrive in a remote, async environment.

Nice to have

Experience using Halo PSA (or similar — ConnectWise, Autotask, ServiceNow).
Microsoft certifications (MS-102, AZ-104, MD-102) or legacy MCP/MCSA/MCSE.
ITIL or ITSM certifications.
Prior experience supporting Australian clients and familiarity with local context.

The perks

Generous incentives for hitting team and company goals.
Permanent work-from-home with flexible, results-focused hours.
Equipment and internet allowance.
HMO for you (and dependents after regularisation).
Government-mandated benefits (SSS, PhilHealth, Pag-IBIG), 13th-month pay, and paid leave.
A proactive approach to ongoing training, plus a budget for certifications.
An easy-going culture — we all enjoy what we do.
Virtual team events and an annual in-person team gathering.
A growing business with real career-progression pathways.

If you're a problem solver who thrives on delivering exceptional IT solutions and enjoys working in a dynamic, supportive, and growing team — we'd love to hear from you.