Remote Support Technician (Level 2)

Remote Support Technician (Level 2)
Work From Home • Philippines-Based • No Phone Required
Elevatus is a U.S.-based managed IT services provider looking for a skilled, detail-oriented Level 2 Support Technician to join our team remotely from the Philippines. This is a work-from-home position with no client-facing phone calls — you will handle backend technical support tasks that keep our clients’ environments running smoothly while our Frontline Engineers focus on direct client relationships.

If you have MSP experience, take pride in doing clean, thorough work, and want to be part of a collaborative team that values people as much as technical skill, we want to hear from you.

About Elevatus IT
We are a managed IT services company built on two things: technical excellence and genuine care for the people we serve. Our team is made up of skilled, personable engineers who work together — not in isolation. We believe our greatest strength is our people and how they collaborate. We currently have two Philippines-based tea ---------- mbers who have each been part of the Elevatus IT family for nearly three years. This role is an expansion of that success — not an experiment. When you join Elevatus IT, you are not just filling a seat. You are becoming part of a team that has each other’s backs.

The Role
As a Remote Support Technician, you will work from a dedicated ticket queue handling process-driven, repeatable tasks that do not require direct interaction with end users. Your work frees up our client-facing engineers to focus on relationships and real-time support, while you ensure the back-end work gets done right.

This is not a call center position. There are no phone calls. Client interaction, if any, is limited to occasional email for resolution verification. The majority of your work is independent execution of documented procedures with access to a collaborative team when you need support.

What You’ll Be Doing
• Assessing email legitimacy (phishing analysis, header review, SPF/DKIM/DMARC checks)
• Whitelisting and blacklisting email addresses and domains in email security platforms
• Onboarding new users: creating accounts, assigning licenses, configuring mailboxes, setting group memberships
• Offboarding departing users: disabling accounts, revoking access, converting mailboxes, removing licenses
• Password resets with secure delivery methods
• MFA enrollment resets and user re-enrollment coordination
• Shared mailbox creation, permissions management, and calendar configuration
• Distribution list and security group management
• Email forwarding rules and auto-reply configuration
• Quarantine management and spam filter adjustments
• Maintaining accurate ticket documentation and time entries
• Updating client documentation when discrepancies are found
• Identifying runbook gaps and recommending improvements

What We’re Looking For

Required
• Minimum 2 years of experience in IT support at a Level 2 capacity or above
• Strong working knowledge of Microsoft 365 administration (user management, Exchange Online, Entra ID, licensing)
• Experience with Active Directory (account creation, group management, password administration)
• Solid understanding of email security concepts (SPF, DKIM, DMARC, phishing identification)
• Excellent written English — professional, clear, and grammatically correct
• Reliable high-speed internet and a dedicated, private home workspace
• Willingness to work a schedule that includes a minimum 4-hour overlap with U.S. Eastern Time business hours
• Self-motivated and disciplined — able to manage your own queue and time without constant supervision
• Strong documentation habits — you believe in writing things down thoroughly and clearly

Huge Plus
• Prior MSP / Managed Service Provider experience. If you’ve worked in an MSP environment, you already understand the pace, the tools, and the multi-client reality of this work. This is a significant advantage.
• Experience with PSA/ticketing systems (Autotask, ConnectWise, or similar)
• Experience with documentation platforms (ITGlue, Hudu, or similar)
• Experience with email security platforms (AppRiver, Proofpoint, Barracuda, or similar)
• Familiarity with compliance frameworks (HIPAA, PCI-DSS, SOC 2, CMMC)
• Experience with RMM tools (N-central, NinjaOne, ConnectWise Automate, or similar)

What We Offer
• Work from home — permanently. This is not a temporary remote arrangement. This role is designed to be fully remote.
• A real team. You are not an outsourced resource sitting in a silo. You will join two existing Philippines-based tea ---------- mbers who have been with us for nearly three years each. You will be part of our daily communication, have access to the same escalation support as our local engineers, and be treated as a full member of the team.
• Clear expectations and support. We provide detailed runbooks, thorough documentation, and a collaborative culture where asking for help is encouraged — not penalized.
• Growth potential. As you demonstrate proficiency and reliability, your scope and responsibilities can expand.
• Structured onboarding. We do not throw you into the deep end. You will go through a supervised onboarding process with clear milestones before handling tickets independently.

What This Role Is Not
We want to be upfront so we attract the right candidates:

• This is not a phone support role. You will never make or receive client phone calls.
• This is not a help desk / Level 1 role. We expect Level 2 technical proficiency from day one.
• This is not unsupervised freelancing. You will work set hours, follow established procedures, and be accountable to performance metrics.
• This is not an overnight data entry position. This is real technical work that requires real technical skill and judgment.

How to Apply
Send us your resume and a brief cover letter. In your cover letter, tell us:
1. Your experience with Microsoft 365 administration and Active Directory.
2. Whether you have MSP experience, and if so, which tools and PSA/RMM platforms you’ve used.
3. Your available working hours and how they overlap with U.S. Eastern Time.
4. A brief description of your home workspace setup (internet speed, dedicated space, power backup if applicable).
We review every application personally. If your background is a good fit, we’ll be in touch.