{"id":2932835,"url":"https://alion.io/job/scalable-os-l2-helpdesk-technician","title":"L2 Helpdesk Technician","company":{"id":2681560,"name":"Scalable OS","domain":"scalableos.com","url":"https://alion.io/company/scalable-os","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Hyper-V","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-24T22:58:32Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":38},"description":"SUMMARY\nThe Level 2 Technician - IT & VoIP is responsible for resolving escalated technical issues across endpoints,\nservers, networks, and voice systems, delivering stable, high-quality IT and\nVoIP services for multiple MSP clients. This role owns complex troubleshooting,\nconfiguration changes, and vendor coordination, especially for VoIP\nenvironments where hosted experience is a strong advantage.\nJOB RESPONSIBILITIES\nEscalated IT support (L2)\nOwn escalated tickets from L1 for desktops,laptops, printers, and standard business applications, resolving issues that go\nbeyond scripted fixes.\n\nSupport Microsoft 365/Entra ID/AD: userprovisioning/deprovisioning, permissions, shared mailboxes, and basic\ngroup/policy issues.\n\nPerform L2 Windows Server tasks:troubleshoot common server issues, review event logs, manage disk space,\ncoordinate patching/reboots during maintenance windows, and resolve\nfile/permission problems.\n\nTroubleshoot network issues at the L2level: site connectivity problems, firewall rules, DHCP/DNS issues, Wi-Fi problems, and VPN connectivity.\n\nWork through a daily schedule of ticketsand tasks in the PSA, maintaining SLAs and keeping clients informed of\nprogress.\n\nVoIP / Hosted VoIP-focused\nresponsibilities\nHandle escalated VoIP tickets from L1: noaudio/one-way audio, dropped calls, registration issues, and recurring call\nquality complaints.\n\nConfigure and maintain VoIP environments:call routing, ring groups, queues, auto-attendants,\nvoicemail policies, time schedules, and basic contact center flows.[18][4][3]\n\nProvision and update IP phones andsoftphones, using templates, bulk provisioning, and platform tools (SkySwitch\nor similar).\n\nInvestigate call quality issues end-to-end: review CDRs, analyze network conditions (latency, jitter,packet loss), check QoS and firewall/NAT behavior, and implement corrective\nchanges.\n\nWork with SkySwitch (or othercarriers/providers) on platform or carrier-side issues, driving vendor tickets\nto resolution and communicating outcomes internally.\n\nCollaboration and escalation\nAct as a technical escalation point for L1techs on both IT and VoIP issues; coach them on recurring problems and best\npractices to reduce future escalations.\n\nCollaborate with the Service DeskCoordinator on ticket priority, scheduling, and handoffs, ensuring complex work\nis planned and communicated clearly to clients.\n\nEscalate to senior engineers or architectsfor project-level work, major incidents, or deep network/voice design changes,\nproviding clean documentation and findings.\n\nDocumentation and continuous improvement\nDocument all troubleshooting,configurations, and changes in the PSA and knowledge base so issues can be\nresolved faster next time.\n\nIdentify patterns in recurring issues (ITor VoIP) and recommend improvements to standards, templates, and monitoring to\nreduce noise and improve reliability.\n\nQUALIFICATIONS\nIdeal technical\nprofile\n3+ years in technicalsupport roles, including at least 1-2 years in an MSP or multi-client environment.\n\nStrong Windowsendpoint and Microsoft 365/Entra ID/AD skills (user management, common\npolicies, standard apps).\n\nWindows Server\nexperience\nComfortableadministering modern Windows Server versions (2016/2019/2022) in\nsmall-mid-sized environments.\n\nActive Directory:users, groups, basic OU structure, group membership, file/NTFS permissions.\n\nDNS and DHCP:create/modify scopes and reservations, troubleshoot name resolution issues,\nbasic DHCP problems.\n\nGroup Policy:understand, edit, and troubleshoot common GPOs impacting users and workstations\n(drive mappings, basic security/settings).\n\nCommon L2 servertasks: basic server troubleshooting (services, event logs, disk space,\nperformance symptoms), patching/reboot coordination, and\nconfiguring/troubleshooting file shares and permissions.\n\nNice to have: Hyper-V or VMware in SMB environments, andRDS/Terminal Services basics (sessions, simple app issues).\n\nNetworking and VoIP\nSolid networkingfundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoS\nconcepts.\n\nHands-on VoIPexperience: provisioning IP phones/softphones, configuring call flows (ring\ngroups, queues, auto-attendants),\nand troubleshooting call quality (jitter, latency, packet loss).\n\nSkySwitch or similarwhite-label VoIP platform\nexperience (or equivalent multi-tenant\nVoIP system) is a strong plus.\n\nTools and soft\nskills\nComfortable working inPSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all work\nthoroughly.\n\nStrong analytical,problem-solving, and communication\nskills; able to explain complex issues in simple terms to clients and L1 techs.\n\nJOB REQUIREMENTS\nShould be willing toaccept a long-term work-from-home arrangement.\n\nShould be amenable toa permanent night shift schedule.","description_format":"text","description_chars":4760,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-10-20T15:08:46Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.78,"p_room":0.9,"age_days":38,"expected_fill_days":57,"reasons":["conf:2","velocity","win:mid","comp:junior"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/scalable-os-l2-helpdesk-technician","json_url":"https://alion.io/job/scalable-os-l2-helpdesk-technician.json","meta":{"generated_at":"2026-10-24T23:36:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34783,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2681560},"rest":"https://alion.io/mcp/rest/get_company?id=2681560"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fscalable-os-l2-helpdesk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fscalable-os-l2-helpdesk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fscalable-os-l2-helpdesk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/scalable-os-l2-helpdesk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fscalable-os-l2-helpdesk-technician"}]}