{"id":1220981,"url":"https://alion.io/job/outforce-support-engineer-l2-msp","title":"Support Engineer L2 - MSP","company":{"id":3775715,"name":"OutForce","domain":"outforce.com.ph","url":"https://alion.io/company/outforce","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":{"grade":"B","score":75,"open_postings":9,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-30T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"SharePoint","optional":false},{"name":"Sophos","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"PowerShell","optional":true},{"name":"Proxmox VE","optional":true}],"status":"live","first_seen_at":"2026-07-09T00:00:00Z","employer_posted_date":"2026-07-09","last_verified_at":"2026-09-30T21:16:01Z","board_verified":true,"closed_at":null,"days_open":84,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":84},"description":"Role &Responsibilities Incident Ownership & Escalation\nTake ownership of incidents escalated from Level 1 and drive them to resolution\nPerform advanced desktop, application and Microsoft 365 troubleshooting\nDiagnose complex customer incidents and networking faults\nAct as the escalation bridge between support and the systems and infrastructure teams\nComplete full diagnostics before escalating to CIS Admin or Infrastructure Engineer, with a clear evidenced handover Communication & Records\nEnsure all work, updates and communications are recorded in the ITSM system\nRespond promptly when a ticket reaches customer-replied status or on any direct request through any channel\nKeep affected customers and internal stakeholders informed through the ticket Quality & Continuous Improvement\nMaintain service levels, availability and quality on owned incidents\nIdentify recurring issues and raise them for permanent remediation or automation\nContribute to knowledge base articles and standard operating procedures\nSupport and mentor Level 1 analysts where appropriate Role Boundaries & Expectations\nThis role is operational, focused on incident resolution and escalation, not architecture or infrastructure design\nProduction changes are executed under approved change control raised by the systems or infrastructure teams\nRisk acceptance and architecture decisions remain with the GM and CTO\nSuccess is measured by resolution quality, communication, documentation and process adherence\nRequirements Required Experience & Essential Skills Understanding and practical experience with: Essential\nProven Level 2 experience in an MSP or comparable multi-client environment\nAdvanced Windows desktop and application support\nMicrosoft 365 administration (Exchange Online, Entra ID, Teams, SharePoint)\nWindows Server administration and Active Directory / domain administration\nNetworking faults and diagnostics: IPv4, VLANs, routing, switching, DNS, DHCP\nAt least one security product suite, ideally Sophos\nRMM platform experience, ideally NinjaRMM\nHigh discipline with documentation and time tracking in an ITSM system\nExcellent spoken and written English Desirable\nMicrosoft certification (required for at least a portion of the team to meet partner benefit thresholds)\nHosted PBX / VoIP / SIP support (3CX advantageous)\nSophos XGS firewall administration\nExposure to virtualisation (Proxmox VE preferred)\nScripting for repetitive tasks (PowerShell, Bash)\n• Experience working remotely with Australian-based teams","description_format":"text","description_chars":2501,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-25T11:59:46Z"}],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.316,"p_room":0.28,"age_days":83,"expected_fill_days":21,"reasons":["conf:3","velocity","win:tail","crowd:"],"computed_at":"2026-09-30T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/outforce-support-engineer-l2-msp","json_url":"https://alion.io/job/outforce-support-engineer-l2-msp.json","meta":{"generated_at":"2026-10-01T01:35:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":996,"day_limit":5000,"remaining_today":4004,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}