L2 Service Desk Engineer (IT Glue and HaloPSA)

June 4, 2025

Job Summary:

We are looking for a Level 2 Service Desk Engineer with strong experience in a Managed Service Provider (MSP) environment.

The ideal candidate must be highly proficient in using HaloPSA for ticketing, IT Glue for documentation, and N-able (Enables) or a similar RMM tool for remote monitoring and management.

Job Description:

Provide L2 technical support across hardware, software, WiFi, networking, and system access issues.
Work within HaloPSA to manage, triage, and resolve tickets following internal SLA and escalation procedures.
Maintain accurate and up-to-date documentation using IT Glue — including SOPs, KB articles, and asset records.
Perform remote troubleshooting and system maintenance using N-able (Enables) or equivalent RMM tools.
Collaborate with internal teams and escalate complex issues as needed.
Monitor assigned tickets and ensure timely updates and resolutions in line with SLA requirements.
Follow standard operating procedures and ensure consistency across documentation and ticketing.

Requirements/Skills Needed:

3+ years of experience in a Level 2 support role, preferably in an MSP setting.
Strong working knowledge of HaloPSA, IT Glue, and RMM platforms like N-able (Enables).
Solid technical background in:
Windows operating systems
Networking fundamentals (WiFi, DNS, DHCP, IP addressing)
Troubleshooting hardware, printers, and endpoint devices
Experience supporting Microsoft 365, remote access tools (RDP, VPN), and basic security platforms.
Excellent written and verbal communication skills.
Strong attention to detail and the ability to manage priorities effectively in a fast-paced environment.

Tools You’ll Be Using:

HaloPSA – ticket triage, queue management, and SLA tracking
IT Glue – documentation, password management, SOPs
N-able (Enables) – remote support, patching, monitoring
Additional tools: Microsoft 365, TeamViewer, RDP, antivirus platforms, VPN clients

Performance Expectations:

Close tickets in a timely manner with clear documentation.
Ensure 100% accuracy in IT Glue documentation after each ticket resolution.
Consistently meet SLA targets and internal KPIs (first-response time, resolution time).
Maintain a strong focus on first-time resolutions and client satisfaction.

Additional Job Details:

Set-up and Location: WFH

Work Schedule: 9:00 AM-6:00 PM (AEDT) | 7:00 AM-4:00 PM (PH Time)

Employment Type: Full-time

All interviews and other hiring requirements are done virtually or through video calls or emails.

Join Us and Enjoy!

HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!

Why Join Staff Domain?

At Staff Domain, we are not just another staffing company—we are rapidly growing and transforming the way businesses leverage global talent. We offer a vibrant and collaborative work culture that thrives on innovation, excellence, and continuous learning. With offices in the Philippines, South Africa, India, and beyond, we are a truly global company that embraces diversity and encourages the sharing of ideas. We take pride in our dynamic and supportive work environment, where you’ll have access to cutting-edge technology and tools to help you excel in your role. As a member of our team, you’ll be part of a high growth organization that invests in its people and offers exceptional opportunities for career advancement. Staff Domain is the perfect place for driven, ambitious individuals who are eager to make an impact in a rapidly expanding industry.

Join us as we shape the future of global staffing solutions!

Back to blog

DISCLAIMER