IT Service Desk Engineer, Level 2
Salary: ฿30,000 – ฿45,000 per month
About the role
We're looking for a versatile Level 2 IT Service Desk Engineer to join our Service Delivery team. This is a single, broad role, not a split position — you'll handle escalated support tickets, carry out hands-on virtualization and systems maintenance, and monitor infrastructure health across our managed services customer base, all as one integrated job. Our customer environments are varied, so while a core set of platforms comes up often, we need someone with a genuinely adaptable technical foundation — comfortable picking up whatever product or technology a customer happens to run, not just a fixed list of named tools. A strong virtualization background and solid Windows and Linux administration skills are the non-negotiable base this role is built on.
Key responsibilities
Handle Level 2 support tickets escalated from the front-line Service Desk queue, owning them through to resolution rather than passing them further up the chain
Triage, prioritise, and track tickets against SLA targets in Odoo (or equivalent ITSM tooling), communicating clearly and professionally with customers throughout
Administer virtualization platforms hands-on — patching, version upgrades, and day-to-day cluster administration; VMware is common in our environment, but the underlying skillset should transfer to other hypervisors as needed
Administer both Windows Server and Linux server environments — patching, configuration, troubleshooting, and routine health checks across both operating systems as a matter of course
Manage backup and recovery operations: verify job completion, investigate failures, and support recovery/restore testing on whichever backup platform a given customer runs
Conduct routine storage and hardware health checks across server, storage, and chassis infrastructure, flagging predictive failures early
Provide remote support for network and security devices where reachable, even outside your core specialisation, escalating only what genuinely requires on-site presence or deep specialist expertise
Monitor infrastructure alerts across the full managed services customer base, classifying genuine incidents from noise and escalating with clear, actionable notes
Execute maintenance runbooks and Method of Procedure (MOP) documents independently, exercising sound judgment during live changes given the remote nature of this role
Maintain clear, accurate documentation for every ticket, change, and handover — essential given the cross-border, cross-time-zone nature of the role
About you
Bachelor’s degree in IT, Computer Science, or a related field
2+ years of combined experience across IT support, systems administration, and virtualization — broad, adaptable technical exposure matters more here than narrow specialisation in one product
Hands-on virtualization administration experience — VMware vSphere/ESXi is common in our environment, but experience with Hyper-V, Nutanix, Proxmox, or similar is also valued; what matters is a genuine working command of virtualization concepts, not one specific brand
Hands-on Windows Server administration — this is a base requirement
Hands-on Linux administration — this is equally a base requirement, not a bonus
Comfortable working in a remote, cross-border support model
Virtualization platform administration (base requirement — VMware preferred, other hypervisors accepted)
Backup/recovery administration on at least one enterprise platform, with the ability to pick up others
Strong troubleshooting and problem-solving skills across systems, storage, and network fundamentals
Clear written and spoken English for cross-border coordination with the Singapore team
Products & Platforms You'll Work With
• Virtualization: VMware vSphere/ESXi (most common), Hyper-V, Nutanix, Proxmox
• Operating Systems: Windows Server, Linux (multiple distributions)
• Backup & Recovery: Veeam Backup & Replication, or equivalent platforms
• Storage: Hitachi, and other SAN/storage platforms
• Network & Security: FortiGate, Cisco, or equivalent firewall/switching platforms
• Productivity & Endpoint: Microsoft 365 / Intune
• And others, as our customer base requires
About us
B.I.T.S. (Thailand) Co., Ltd is dedicated to delivering comprehensive solutions tailored to meet our client’s needs.
We offer an extensive suite of one-stop services which includes maintenance & support services, system implementation, LAN/WAN, security, wireless, internet solutions, virtualization, storage, server consolidation, backup & archiving, etc.
Our commitment to excellence, innovation, and client satisfaction propels us to remain at the forefront of technological advancements.