{"id":3953053,"url":"https://alion.io/job/scalable-os-tier-2-network-engineer","title":"Tier 2 Network Engineer","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":"Networking","role_family":"Networking","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","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":5,"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":"Outlook","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-06T00:00:00Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T05:38:06Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"SUMMARY The Network Engineer Tier 2 is a critical part of the Client’s service team and covers their help desk outside of US business hours. The Engineer works on tickets in the Client’s systems, keeps the after-hours queue moving, completes scheduled maintenance overnight, and hands a clean board to the US team each morning. The role will support the Client’s 24/7 MSP operations outside normal U.S. business hours, primarily handling ticket backlogs, OS/computer updates, network infrastructure work, and occasional incoming support calls. RESPONSIBILITIESTriaging and working tickets in an assigned queue.\nAnswering occasional after-hours phone calls and emails for support requests. Phone volume is low; most work is in the ticket queue.\nAssisting end users with routine requests such as password resets, account lockouts, MFA resets, and Outlook and Microsoft 365 issues.\nWorking scheduled tickets remotely, including application installs, configuration changes, and remote diagnostics.\nWorking RMM and NOC alert tickets in Kaseya, such as offline devices, low disk space, failed services, and failed backups.\nCompleting overnight maintenance from documented runbooks: patching, scheduled reboots, firmware updates, and Windows 11 upgrades.\nAssisting with basic network and connectivity troubleshooting.\nEntering time, notes, and a clear next step on every ticket worked.\nEscalating issues to a queue that is reviewed by the manager each day during the 8am-5pm Pacific Time/PST window.\nEscalating customer account questions that fall outside normal scope to the Service Manager.\nHanding off at shift change so any tickets worked have clear next steps when the US team starts the day. QUALIFICATIONS\nAt least 5 years of IT help desk experience (including NOC/RMM).\nExcellent verbal and written communication skills.\nAbility to troubleshoot Windows and Mac computers remotely (OS troubleshooting, updates, configuration, and general endpoint support).\nExperience in the following: o Creating and managing user accounts in Microsoft Active Directory and Microsoft 365 / Entra ID. o Microsoft 365 support, including Exchange Online, Outlook, and MFA. o Installing and removing applications and printers on Windows computers. o Basic network connectivity concepts such as TCP/IP, switches, routers, internet connections, DHCP, and DNS.\nManaged Service Provider (MSP) experience is strongly preferred. Candidates from other IT support environments can be considered.\nWorking in a PSA ticketing system. ConnectWise experience preferred, but equivalent ticketing-system experience is acceptable.\nWorking with an RMM tool and patch management. Kaseya experience preferred.\nAbility to follow written procedures exactly and document work as it is done.\nStrong phone support and client-facing communication.\nAbility to explain issues clearly, provide workarounds, and manage customer expectations.\nCertifications, such as CompTIA A+, CompTIA Network+, or Microsoft 365 certifications, are desired. Attributes\nExcellent customer service skills, in writing and on the phone\nA desire to provide excellent service to customers\nAbility to work in a team, including a team in a different time zone\nDesire to grow professionally\nStrong work ethic\nReliable and on time for every shift\nComfortable working independently on a shift with limited live support\nAsks before acting when a procedure does not cover the situation JOB REQUIREMENTS\nShould be willing to accept a long-term work-from-home arrangement.\nShould be amenable to shift schedules that include evenings, weekends, and holidays.\n• Specific shift assignments will be determined based on team coverage/operational needs and may rotate (US Time Zone).","description_format":"text","description_chars":3697,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-11-09T05:38:06Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":47,"reasons":["conf:0","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/scalable-os-tier-2-network-engineer","json_url":"https://alion.io/job/scalable-os-tier-2-network-engineer.json","meta":{"generated_at":"2026-11-09T07:57:30Z","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":5748,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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-tier-2-network-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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-tier-2-network-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-tier-2-network-engineer"},{"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-tier-2-network-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fscalable-os-tier-2-network-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3953053}},{"tool":"search_jobs","arguments":{"company":"scalableos.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3953053},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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