Level 2 Infrastructure Engineer (MSP Environment)

About Us

Halo Recruiting is a white-glove recruiting firm helping U.S. companies access elite global talent for 80% less than domestic equivalents. We recruit, screen, and rigorously vet top-tier remote workers based in the Philippines to work as full-time embedded team members within your business. Our candidates are 100% English-fluent, university-educated, and have years of corporate experience from top-tier brands like Google, KPMG, PwC, Canva, Mercedes-Benz, Exxon, Amazon and Deloitte, to name a few.

Level 2 Infrastructure Engineer (MSP Environment)

Schedule: 8am–5pm or 9am–6pm EST

Employment Type: Starts as an independent contractor role, with a clear pathway to full-time EoR employment after 6 months (based on performance and mutual fit)

Salary Range: $2,800 - $3,600 per month

Overview

We're hiring a Level 2 Infrastructure Engineer to provide advanced technical support across client environments within a fast-paced Managed Service Provider (MSP) setting. This role is ideal for a well-rounded IT generalist who enjoys troubleshooting a wide variety of infrastructure, cloud, networking, and end-user technology issues.

As a Level 2 Engineer, you'll serve as a key escalation point for Service Desk teams, handling more complex technical issues while ensuring exceptional client experiences. You'll support a diverse range of mid-market clients and technologies, requiring both strong technical skills and professional communication.

This is a client-facing role supporting environments ranging from 50 to 1,500+ users.

Key Responsibilities

• Act as the primary escalation point for Level 1 technicians on infrastructure, networking, cloud, and Microsoft-related issues
• Troubleshoot and resolve complex incidents across client environments with a focus on timely resolution and customer satisfaction
• Provide support across:
• Windows Server environments (on-premises and cloud)
• Microsoft 365 (Exchange Online, SharePoint, Teams, MFA, Intune, Entra ID)
• Azure infrastructure and cloud services
• Network infrastructure (firewalls, switches, VPNs, wireless networks)
• Backup and disaster recovery platforms
• Endpoint management and security solutions
• Perform server administration, maintenance, patching, and monitoring activities
• Assist with infrastructure deployments, migrations, and technology projects
• Investigate recurring issues and recommend long-term solutions
• Escalate appropriately to senior engineers when required while maintaining ownership of tickets
• Communicate effectively with clients throughout the troubleshooting process
• Maintain accurate and detailed documentation of incidents, resolutions, and environment changes

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• Participate in after-hours support rotations when required

What Success Looks Like

• You consistently resolve complex technical issues independently with minimal supervision
• You can confidently troubleshoot across multiple technology stacks rather than specializing in only one area
• You communicate clearly with both technical and non-technical stakeholders
• You maintain excellent ticket quality, documentation, and follow-through
• You thrive in a fast-paced MSP environment where priorities can change quickly
• You proactively identify risks and opportunities for improvement within client environments\

Required Experience & Skills

• 3+ years of experience in a Managed Service Provider (MSP) environment
• Strong troubleshooting experience across infrastructure, cloud, and networking technologies
• Hands-on experience supporting:
• Windows Server
• Microsoft 365
• Azure
• Networking technologies (TCP/IP, DNS, DHCP, VPNs, firewalls, switching)
• Backup and recovery platforms
• Experience supporting multi-client environments and managing multiple priorities simultaneously
• Strong understanding of IT service management and ticketing systems
• High attention to detail and strong documentation habits
• Excellent verbal and written communication skills
• Ability to work independently while collaborating effectively with technical teams

Preferred Experience

• Experience supporting US-based or UK-based MSP clients

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• Exposure to healthcare, legal, financial, or other compliance-driven environments
• Experience with:
• ConnectWise
• Datto
• Huntress
• SentinelOne
• Microsoft Intune
• Microsoft Entra ID
• VMware or Hyper-V
• Relevant Microsoft, Azure, or networking certifications

Ideal Candidate Profile

We're looking for a true infrastructure generalist who is comfortable working across servers, networking, Microsoft 365, Azure, backups, security, and endpoint management.

The ideal candidate has developed strong troubleshooting skills in a high-volume MSP environment, communicates professionally with clients, and takes pride in owning issues through to resolution.

Work Setup & Expectations

• Schedule: 8am–5pm or 9am–6pm EST (with flexibility as business needs require)
• Fully remote
• Fast-paced MSP environment supporting multiple clients and technologies
• May participate in on-call or after-hours support rotations

Must Have

• Reliable high-speed internet connection
• Backup power solution
• Professional remote work setup (camera, headset, dedicated workspace)

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