# Help Desk Engineer II (Level 2) - Remote (Philippines or Indonesia)

> Bit by Bit Inc · Philippines (Remote) · Full-time · Posted 2026-06-29

**Salary:** USD 18,000–26,400

**Workplace:** remote

**Department:** MSP

## Description

**Location:** Remote – Philippines or Indonesia  
**Work Hours:** United States Eastern Time (9:00 AM – 6:00 PM EST)  
**Compensation:** $1,500 - $2,200 USD per month + Vacation (Philippines); $1,000 - $1,600 + Vacation + Benefits (Indonesia).

### About BitByBit (BBB)

BitByBit is a dynamic Managed Service Provider (MSP) committed to helping small and medium-sized businesses untangle their technology challenges. We deliver exceptional IT support and strategic technology solutions to our clients across the United States.

We're seeking an experienced **Help Desk Engineer II (Level 2)** to join our growing team. This role is ideal for a highly skilled IT professional who thrives in a fast-paced MSP environment, enjoys solving complex technical issues, and takes pride in delivering an exceptional customer experience.

As a Level 2 Engineer, you will serve as an escalation point for Level 1 technicians, take ownership of complex technical issues, contribute to client projects and technology initiatives, and play an important role in mentoring junior team members.

### Responsibilities

### Technical Support & Escalations

-   Deliver exceptional customer service and technical support to end users via phone, email, and remote support sessions.
-   Serve as the primary escalation point for Level 1 Help Desk Engineers on complex technical issues.
-   Manage support tickets from inception to resolution, ensuring timely communication, proper documentation, and adherence to SLAs.
-   Perform advanced troubleshooting of Windows and Mac operating systems, Microsoft 365, networking, servers, and cloud services.
-   Conduct root cause analysis and implement long-term solutions to recurring issues.
-   Manage high-priority incidents and communicate effectively with clients throughout the resolution process.

### Systems Administration

-   Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID (Azure AD).
-   Administer and support Windows Server environments, including:

-   Active Directory
-   Group Policy
-   DNS and DHCP
-   File and Print Services
-   Remote Desktop Services

-   Support virtualization environments using VMware vSphere, ESXi, and Microsoft Hyper-V.
-   Monitor and remediate issues related to backups, endpoint security, patch management, and business continuity solutions.
-   Perform website, domain, and DNS administration tasks.
-   Diagnose and resolve networking issues involving firewalls, switches, VPNs, wireless networks, and internet connectivity.

### Project Work

-   Participate in infrastructure projects and client implementations, including:

-   Microsoft 365 migrations and tenant administration
-   Server migrations and upgrades
-   Workstation deployments and refreshes
-   New client onboarding and environment documentation
-   Network and firewall deployments
-   Cloud migrations and technology upgrades

-   Assist with planning and executing technical projects while ensuring minimal disruption to client operations.

### Process Improvement & Mentorship

-   Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
-   Identify opportunities for automation and process improvements.
-   Assist with onboarding and mentoring Level 1 Help Desk Engineers through knowledge sharing, training, and technical guidance.
-   Collaborate with team members to improve service delivery and client satisfaction.

### Additional Responsibilities

-   Participate in after-hours support or on-call rotations as required.
-   Stay current with emerging technologies and continuously develop technical expertise.

## Requirements

### Technical Skills

-   Excellent time management, prioritization, multitasking, and problem-solving skills.
-   Strong analytical and critical thinking abilities with a customer-first mindset.
-   Exceptional written and verbal English communication skills and the ability to effectively support US-based clients.

Advanced administration and troubleshooting experience with:

-   Windows Server (2016, 2019, 2022, and 2025)
-   Microsoft 365 and Exchange Online
-   Microsoft Entra ID (Azure AD)
-   Active Directory and Group Policy
-   DNS and DHCP
-   Windows 10 and Windows 11 environments
-   Microsoft Intune and endpoint management solutions
-   Remote monitoring and management (RMM) platforms and PSA tools
-   Backup and disaster recovery solutions
-   Endpoint protection and security platforms
-   VMware and Hyper-V environments
-   Networking concepts including TCP/IP, VPN, VLAN, DNS, and routing fundamentals
-   Firewall and switch administration
-   VOIP systems and cloud telephony platforms

### Preferred Skills

-   Experience with PowerShell scripting and automation.
-   Experience with Microsoft Azure administration.
-   Experience with security best practices and compliance frameworks.
-   Experience leading or contributing to technical projects.

### Experience

-   **Minimum of 4 years of IT support experience.**
-   **Minimum of 2 years of experience in a Managed Services Provider (MSP) environment is required.**
-   Proven experience supporting multiple clients and managing competing priorities in a fast-paced environment.
-   Experience serving as an escalation resource and mentoring junior technicians is strongly preferred.
-   Experience participating in or leading infrastructure and migration projects is highly desirable.

### Education

-   Bachelor's degree in Information Technology, Computer Science, or a related technical field preferred, or equivalent work experience.

Relevant certifications are highly desirable, including:

-   CompTIA A+
-   CompTIA Network+
-   CompTIA Security+
-   Microsoft certifications
-   Cisco certifications
-   Fortinet certifications
-   VMware certifications

## Benefits

-   Competitive compensation based on experience, technical expertise, and certifications.
-   Certification reimbursement and professional development opportunities.
-   Health and dental insurance.
-   Paid vacation and time off.
-   Retirement benefits with employer contribution.
-   Opportunities for career advancement and growth within a rapidly expanding MSP.
-   Exposure to a broad range of technologies and client environments.

### Why Join BitByBit?

At BitByBit, you'll work alongside a talented team of IT professionals, support a diverse portfolio of clients, and continuously expand your technical expertise. You'll have the opportunity to solve challenging problems, contribute to meaningful projects, and grow your career within a company that values learning, collaboration, and exceptional customer service.

**If you're an experienced MSP professional looking to take the next step in your career, we'd love to hear from you. Apply today and help us untangle technology for our clients.**

## Apply

[Apply at Bit by Bit Inc](https://apply.workable.com/bit-by-bit-inc/j/9DFC659521/apply)

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