Level 2 Help Desk Technician

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TYPE OF WORK

Full Time

SALARY

$1,500 - $1,900 per month

HOURS PER WEEK

40

DATE UPDATED

Oct 16, 2026

JOB OVERVIEW

About the Position

Beanstalk Computing is a San Diego-based Managed Service Provider supporting small and mid-sized businesses across a variety of industries. We provide managed IT services, cybersecurity, Microsoft 365 support, cloud services, strategic technology guidance, and day-to-day technical support.

We are seeking an experienced Level 2 Help Desk Technician based in the Philippines to become part of our client support team. This is not an entry-level help desk position and is not intended for someone whose experience is limited to scripted troubleshooting or password resets.

The ideal candidate has worked for a Managed Service Provider supporting multiple client environments and is comfortable moving throughout the day between Microsoft 365, Windows PCs, servers, Active Directory, printers, networks, security tools, and third-party business applications.

We are looking for someone who can take ownership of a ticket, communicate directly with the client, troubleshoot methodically, and resolve the majority of normal MSP support tickets without escalation to a senior engineer.

Our service philosophy:
Clients should experience Beanstalk technicians as an extension of their own organization, not an anonymous outsourced help desk. Communication, responsiveness, accountability, and follow-through are essential.


Core Responsibilities:
Microsoft 365 and Email Support
Microsoft 365 user administration and licensing
Exchange Online and Outlook desktop/web troubleshooting
Microsoft Teams, OneDrive, SharePoint, and Microsoft Entra ID support
Shared mailboxes, distribution groups, mailbox permissions, Send As, Send on Behalf, and calendar permissions
MFA, authentication, account lockout, activation, and sign-in issues

Email delivery, synchronization, mobile email, Outlook profiles, cached credentials, and repeated password prompts
OneDrive synchronization and SharePoint permissions/access issues
Windows Desktop and Laptop Support
Windows 10/11 startup, login, performance, update, driver, and application issues
Microsoft Office, browser, and line-of-business application troubleshooting
Wi-Fi, Ethernet, VPN, DNS, and general connectivity problems
Disk space, resource utilization, Windows services, and Device Manager issues
Laptop hardware, docking stations, monitors, headsets, and USB peripherals
New-computer deployment, replacement-computer migration, and user profile troubleshooting
Active Directory and User Administration
Create and modify Active Directory users; reset passwords and unlock accounts
Manage security/distribution groups, basic Group Policy issues, and domain-joined workstations
Troubleshoot user profiles, mapped drives, login scripts, file/folder permissions, and domain authentication
Support hybrid Active Directory and Entra ID environments, including basic synchronization troubleshooting
Windows Server Support
Routine Windows Server administration and troubleshooting
Active Directory Domain Services, DNS, DHCP, file servers, and print servers
Shared-folder, NTFS, and share-permission troubleshooting
Event Viewer, Windows services, storage/free-space, and basic performance issues
Basic backup monitoring, virtual-machine troubleshooting, and access to network resources
Determine whether an issue originates with the endpoint, server, network, identity, application, or cloud service
Printers, Scanners, and Peripherals
Install and troubleshoot local, network, and print-server printers
Printer drivers, TCP/IP ports, queues, spooler services, default printers, and connectivity
Scanning, scan-to-email, multifunction printers/copiers, and check scanners
Docking stations, monitors, headsets, and other workstation peripherals

Networking:
TCP/IP, DHCP, DNS, default gateways, LAN/WAN, and Wi-Fi fundamentals
VPN troubleshooting and differentiation of endpoint, network, firewall, and ISP issues
VLAN concepts, switches, firewalls, wireless access points, and network printers
Basic firewall troubleshooting and identification of infrastructure-wide impact
Use structured diagnosis rather than relying on generic commands or immediate escalation

Microsoft 365 Security and Endpoint Management:
Microsoft Entra ID, MFA, sign-in logs, and authentication troubleshooting
Conditional Access and Intune device compliance troubleshooting within assigned permissions
Windows 365 Cloud PC and endpoint-security support
Basic investigation of suspicious sign-ins, phishing, Microsoft 365 alerts, and endpoint-security alerts
Follow role-based access controls and use separate administrative credentials when required

New User Onboarding and Employee Offboarding:
Create or disable Active Directory and Microsoft 365 accounts
Assign or remove licenses, groups, mailbox permissions, and application access
Configure MFA, email, shared mailboxes, distribution groups, OneDrive, and SharePoint access
Prepare computers, install applications, configure printers, and complete workstation setup
Follow client-specific onboarding/offboarding procedures and document every action
Coordinate time-sensitive starts, terminations, equipment changes, and access removal

MSP Tools and Ticket Management:
Work from a prioritized ticket queue and manage multiple client environments
Use PSA, RMM, documentation, and remote-support platforms such as Autotask, Datto RMM, Kaseya, ConnectWise, NinjaOne, N-able, IT Glue, Hudu, or HaloPSA
Contact users directly, conduct remote sessions, classify i ---------- , and recognize business impact
Document symptoms, scope, environment, exact errors, timestamps, actions, results, workarounds, and final resolution
Maintain accurate time entries and ticket updates throughout troubleshooting
Follow client-specific SOPs and provide complete handoff information when escalation is necessary

Client Communication:
This is a client-facing position, not a back-office technical role. The technician will communicate with U.S.-based clients by phone, email, ticketing system, remote session, and collaboration platforms.
Excellent spoken and written English
Clear explanations for nontechnical users without talking down to them
Professional status updates when troubleshooting takes longer than expected
Ownership of the client experience until the issue is resolved or properly escalated
Calm, organized communication during urgent or business-impacting i ----------

Required Experience:
5+ years of professional IT support experience
At least 2 years working for a Managed Service Provider strongly preferred
Demonstrable Level 2 troubleshooting ability
Strong Windows 10/11, Microsoft 365, and Outlook experience
Working knowledge of Microsoft Entra ID, Active Directory, and Windows Server
Solid DNS, DHCP, TCP/IP, Wi-Fi, and VPN fundamentals
Printer, scanner, peripheral, and workstation deployment experience
Experience remotely supporting business users across multiple client environments
Experience with an RMM and PSA/ticketing platform
Strong ticket documentation, time-entry, and escalation practices
Strong written and spoken English
Ability to work independently without a script for every issue
Highly Desirable Experience
Exchange Online, SharePoint, OneDrive, Intune, Conditional Access, and Windows 365
Hyper-V or VMware
SonicWall and Ubiquiti
Datto, Kaseya, Autotask, and IT Glue
Microsoft Defender, endpoint detection and response, and backup/disaster-recovery platforms

Email-security platforms and basic mail-flow troubleshooting

Level 2 expectation:
You are expected to troubleshoot and solve problems, not simply gather information and escalate them. Escalations should include a meaningful diagnosis, complete documentation, and a clear reason the issue requires a senior resource.

SKILL REQUIREMENT
Windows Administrator Microsoft 365 Active Directory
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