CrawlJobs Logo
STAFFVIRTUAL Logo STAFFVIRTUAL · IT - Administration

L2 Escalation Engineer

Philippines, Manila · Job Posted March 20, 2026
Apply Position
Job Link Share

Job Description

This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys troubleshooting complex technical issues, and is comfortable handling incoming Service Desk calls while providing technical guidance to both end users and junior technicians. The ideal candidate will have hands-on experience with networking concepts and Microsoft 365 administration, including identity management, security policies, and endpoint management.

Job Responsibility

  • Serve as a primary point of contact for incoming Service Desk calls, providing timely and professional technical support
  • Perform ticket triage to properly prioritize, categorize, and route issues to the appropriate queue or escalation path
  • Troubleshoot and resolve escalated technical issues across endpoint, identity, networking, and cloud services
  • Communicate effectively with end users to gather technical details, explain resolutions, and ensure a high level of client satisfaction
  • Administer Microsoft 365 environments across multiple client tenants
  • Manage user accounts, licensing, and access controls within Microsoft Entra ID (Azure AD)
  • Configure and maintain Conditional Access policies to enforce security requirements such as MFA, device compliance, and location-based restrictions
  • Support Exchange Online administration, including mailbox permissions, mail flow troubleshooting, and distribution group management
  • Assist with SharePoint Online and OneDrive troubleshooting, permissions management, and synchronization issues
  • Support endpoint management through Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and application deployment
  • Assist with Autopilot deployments, device provisioning, and lifecycle management
  • Troubleshoot device compliance issues related to Conditional Access and Intune policies

Requirements

  • Experience administering Microsoft Entra ID (Azure AD)
  • Experience configuring Conditional Access policies and MFA enforcement
  • Hands-on experience with Microsoft Intune and endpoint management
  • Familiarity with Exchange Online, SharePoint Online, and OneDrive administration
  • Experience working in a multi-tenant MSP environment
  • Microsoft certifications such as AZ-104 – Azure Administrator, MD-102 – Endpoint Administrator, MS-102 – Microsoft 365 Administrator

What we offer

  • Competitive compensation and benefits package
  • HMO Day 1 + FREE dependent coverage
  • De minimis and allowances
  • Attendance bonus
  • Paid time offs
  • Company-provided work setup (laptop, monitor, accessories)
  • Training, career growth, and global exposure
  • A collaborative and supportive team culture
STAFFVIRTUAL - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

L2 Escalation Engineer

8 matching positions

Cross Technology Service Delivery Field Support Engineer (L2) - Security Engineer

The Cross Technology Service Delivery Security Support Engineer (L2) role at NTT...
Location
Location
Philippines , Makati
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 4 to 6 years of total experience
  • Minimum 2 to 3 years as a Network Security support resource
  • Degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
  • Required certification: Check Point Certified Security Administrator (CCSA) or Check Point Certified Expert (CCSE) or Check Point Certified Cloud Specialist (CCCS) or Check Point Certified VSX Specialist or Check Point Certified Maestro Expert or Cisco Certified Network Associate - Enterprise or Cisco Certified Network Associate - Security or Cisco Certified Network Professional – Enterprise or Cisco Certified Network Professional – Security
  • Experience with troubleshooting and providing support in security/network/data center/systems/monitoring Services within a medium to large ICT organization
  • Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Center, Telephony, Exchange, Cloud, Backup, etc.)
  • Handled security products like Firewalls, Cloud Security and SASE (i.e Check Point NGFW, Check Point CloudGuard, Check Point Harmony, etc.)
Job Responsibility
Job Responsibility
  • Provide a managed service to clients to ensure their IT infrastructure and systems remain operational
  • Proactively monitor, identify, investigate, and resolve technical incidents and problems to restore service
  • Proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA)
  • Contribute to / support on project work as and when required
  • Monitor client infrastructure and solutions
  • Identify problems and errors prior to or when they occur
  • Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  • Investigate first line incidents assigned and identify the root cause of incidents and problems
  • Fulfill approved requests following agreed procedures
  • Provide telephone or chat support to clients when required
What we offer
What we offer
  • Workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive
  • Part of a global company that is a $30+ billion business and technology services leader
  • Committed to accelerating client success and positively impacting society through responsible innovation
  • Global Top Employer with experts in more than 50 countries
  • Equal Opportunity Employer with a global culture that embraces diversity
  • Fulltime
Read More
Arrow Right

Managed Services Engineer (L2)-EUS

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Pune
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience.
Job Responsibility
Job Responsibility
  • Managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken
  • Identifying, analysing, and logging issues before they escalate
  • Collaborating closely with other teams and clients to provide second-level support
  • Executing changes meticulously, understanding and mitigating risks, and contributing to the change management process with detailed documentation
  • Auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency
  • Handling client escalations with professionalism and assisting in disaster recovery functions and tests when necessary
  • Driving the optimization of efforts by working with automation teams and supporting L1 Engineers
  • Contributing to various projects, ensuring that all changes are approved.
  • Fulltime
Read More
Arrow Right

Sr. Support Engineer (L2)

We are currently seeking a Sr. Support Engineer (L2) to join our team in Bangalo...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Demonstrated ability to support ADF, Azure SQL, Databricks, Snowflake, and PBI in production environments
  • Effective operation in a 24×7 support model with rotating shifts
  • Perform advanced troubleshooting across supported data platforms
  • Execute reruns, restarts, backfills, and rollbacks to restore service
  • Conduct data validation and reconciliation to confirm recovery
  • Apply temporary mitigations to stabilize production workloads
  • Restore service quickly and safely. Escalate to L3 only when an engineering change is required
  • Provide complete diagnostic information, impact assessment, and attempted remediation details during escalation
Job Responsibility
Job Responsibility
  • Demonstrated ability to support ADF, Azure SQL, Databricks, Snowflake, and PBI in production environments
  • Effective operation in a 24×7 support model with rotating shifts
  • Perform advanced troubleshooting across supported data platforms
  • Execute reruns, restarts, backfills, and rollbacks to restore service
  • Conduct data validation and reconciliation to confirm recovery
  • Apply temporary mitigations to stabilize production workloads
  • Restore service quickly and safely. Escalate to L3 only when an engineering change is required
  • Provide complete diagnostic information, impact assessment, and attempted remediation details during escalation
Read More
Arrow Right

Networking Managed Services Engineer (L2)

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a dev...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools
  • At least one technical certification in the above-mentioned technologies
  • Strong planning skills, with the ability to anticipate and adapt to changing circumstances
  • Adaptability and resilience in a dynamic work environment
  • Ability to communicate and work effectively across different cultures and social groups
  • Proficiency in active listening and client-centric communication
  • A positive outlook and the ability to work well under pressure
  • A client-first attitude, always seeking to create positive client experiences
  • A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience
Job Responsibility
Job Responsibility
  • Ensure clients' IT infrastructure and systems remain operational
  • Proactively monitor, identify, investigate, and resolve technical incidents and problems
  • Review client requests and tickets, apply technical expertise to resolve them
  • Handle incidents and requests of medium complexity
  • Proactively monitor work queues, execute operational tasks, and update tickets
  • Identify, analyze, and log issues before they escalate
  • Communicate with other teams and clients to provide support
  • Highlight key tickets and upcoming critical tasks during shift handover
  • Escalate tickets to ensure focus from Centres of Excellence and other teams
  • Collaborate with automation teams to optimize efforts and automate routine tasks
  • Fulltime
Read More
Arrow Right

MuleSoft Support Engineer (L2 / L3)

We are currently seeking a MuleSoft Support Engineer (L2 / L3) to join our team ...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Strong hands-on experience with MuleSoft Anypoint Platform
  • Expertise in Mule 4 and integration patterns
  • Experience in L2/L3 production support environments
  • Strong knowledge of DataWeave and debugging techniques
  • Understanding of REST, SOAP, messaging systems (JMS, Kafka, etc.)
  • Experience with CloudHub and/or Runtime Fabric
  • Familiarity with API Manager, Exchange, and API governance
  • Knowledge of monitoring and logging tools (Splunk, ELK, etc.)
  • Experience with enterprise integrations (Salesforce, SAP, ERP, etc.)
  • Understanding of ITIL processes (Incident, Problem, Change Management)
Job Responsibility
Job Responsibility
  • Provide L2 and L3 support for MuleSoft platform and integrations
  • Act as escalation point for critical and complex production issues
  • Ensure SLA adherence, incident resolution, and system stability
  • Monitor APIs, integrations, and runtimes (CloudHub / Runtime Fabric)
  • Perform root cause analysis (RCA) and implement preventive solutions
  • Own problem management and recurring issue resolution
  • Guide and support L1 teams where applicable
  • Monitor integrations using Anypoint Monitoring, Splunk, or similar tools
  • Identify and resolve failures in APIs, batch jobs, and message queues
  • Analyze logs and alerts to proactively detect issues
  • Fulltime
Read More
Arrow Right

Network Engineer -L2- SDWAN-HPE

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a dev...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools
  • At least one technical certification in the above-mentioned technologies
  • Strong planning skills, with the ability to anticipate and adapt to changing circumstances
  • Adaptability and resilience in a dynamic work environment
  • Ability to communicate and work effectively across different cultures and social groups
  • Proficiency in active listening and client-centric communication
  • A positive outlook and the ability to work well under pressure
  • A client-first attitude, always seeking to create positive client experiences
  • A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience
Job Responsibility
Job Responsibility
  • Ensure clients' IT infrastructure and systems remain operational
  • Proactively monitor, identify, investigate, and resolve technical incidents and problems
  • Review client requests and tickets, apply technical expertise to resolve them
  • Handle incidents and requests of medium complexity for second-line support
  • Proactively monitor work queues, execute operational tasks, and update tickets
  • Identify, analyze, and log issues before escalation
  • Communicate with other teams and clients to provide support and ensure changes are executed with risk identification and mitigation
  • Highlight key tickets and upcoming critical tasks for shift handover
  • Escalate tickets to ensure focus from Centres of Excellence and other teams
  • Collaborate with automation teams to optimize efforts and automate routine tasks
  • Fulltime
Read More
Arrow Right

Cross Technology Managed Services Engineer (L2)

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play ...
Location
Location
India , Pune
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Moderate-level experience in managed services roles handling cross-technology infrastructure
  • Knowledge of ticketing tools, preferably ServiceNow
  • Familiarity with ITIL processes and experience working with vendors and third parties
  • Proficiency in planning activities and projects, taking changing circumstances into account
  • Ability to work longer hours when necessary and adapt to changing circumstances with ease
  • Proven ability to communicate effectively and work across different cultures and social groups
  • Positive outlook and ability to work well under pressure
  • Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience
  • Bachelor's degree in IT/Computing or equivalent work experience
Job Responsibility
Job Responsibility
  • proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken
  • identifying, analysing, and logging issues before they escalate
  • collaborating closely with other teams and clients to provide second-level support
  • executing changes meticulously, understanding and mitigating risks, and contributing to the change management process with detailed documentation
  • auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency
  • handling client escalations with professionalism and assisting in disaster recovery functions and tests when necessary
  • helping drive the optimization of efforts by working with automation teams and supporting L1 Engineers
  • contributing to various projects, ensuring that all changes are approved
  • Fulltime
Read More
Arrow Right

Networking Managed Services Engineer (L2)

As a Networking Managed Services Engineer (L2) at NTT DATA, you will play a cruc...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools
  • At least one technical certification in the above-mentioned technologies
  • Strong planning skills, with the ability to anticipate and adapt to changing circumstances
  • Adaptability and resilience in a dynamic work environment
  • Ability to communicate and work effectively across different cultures and social groups
  • Proficiency in active listening and client-centric communication
  • A positive outlook and the ability to work well under pressure
  • A client-first attitude, always seeking to create positive client experiences
  • A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience
Job Responsibility
Job Responsibility
  • Proactively monitoring, identifying, investigating, and resolving technical incidents and problems
  • Working closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs)
  • Reviewing client requests and tickets, applying technical expertise to resolve them efficiently and effectively
  • Handling incidents and requests of medium complexity
  • Proactively monitoring work queues, executing operational tasks, and updating tickets with actions taken
  • Identifying, analysing, and logging issues before they escalate
  • Communicating with other teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans
  • Highlighting key tickets and upcoming critical tasks as part of the shift handover process
  • Escalating tickets to ensure the right focus from Centres of Excellence (CoE) and other teams
  • Collaborating with automation teams on optimizing efforts and automating routine tasks
  • Fulltime
Read More
Arrow Right