System Administrator L2

2 weeks ago

Work From Home Onsite if from Cebu, Philippines WHR Global Consulting Full time

System Administrator L2 Work Arrangement: Remote Schedule: Rotating Shift Location: Cebu Employment Type: Full-time Salary: ₱80,000 – ₱100,000 About the Role The System Administrator L2 is responsible for resolving Level 1 and Level 2 incidents, ensuring timely and exceptional customer service, maintaining accurate documentation, and continuously developing technical skills. This role requires strong technical expertise, proactive problem-solving, and the ability to provide efficient support in a dynamic IT environment. Key Responsibilities Resolve Level 1 and Level 2 incidents and follow escalation protocols ● Continuously review all tickets and statuses in your queue. ● Respond promptly to colleagues, end users, and partners. ● Follow company, partner, and customer security protocols at all times. ● Assess tickets, escalate when necessary, and document steps thoroughly. ● Ensure issues are fully resolved and verified with customers before closing tickets. Provide timely and exceptional customer service ● Attend appointments and meetings on time. ● Set clear expectations with colleagues, partners, and end users. ● Communicate clearly via chat, email, and phone using professional language. ● Keep users updated frequently and provide proactive follow-ups. ● Deliver warm, friendly, and solution-focused customer service. Maintain accurate records and documentation ● Record all time spent on issues against relevant tickets. ● Update notes with clear, detailed, and secure information. ● Ensure consistent communication with end users, partners, and colleagues. ● Avoid disclosing sensitive internal information. Proactive learning and development ● Enhance knowledge by reviewing escalated tickets and documentation. ● Attend webinars and training sessions to strengthen technical skills. ● Share knowledge, tips, and best practices with colleagues. ● Engage in self-paced learning to develop expertise. Level 1 Incident Examples ● Credential management (password resets, account unlocks). ● Microsoft Windows, Office, and Office 365 desktop support. ● User connectivity and application support. ● New user setup and deactivation in AD/Azure AD and Office 365. ● VPN account setup and email configuration. ● Device provisioning (workstations, laptops, smartphones). ● Virus/malware scanning and general performance optimization. Level 2 Incident Examples ● Partial service outages affecting subsets of staff. ● Server-level support impacting limited users. ● Group permissions and printer support. ● Troubleshooting desktop/terminal server applications. ● Proactive server maintenance and monitoring. Qualifications ● Minimum IT diploma level education and relevant Microsoft IT certification. ● Minimum 1 year in a Level 2 role or 2+ years in Level 1 with proven L2 skills. ● Minimum 2 years in a B2B IT support role. ● Strong knowledge of Microsoft desktop OS, Microsoft 365/Office 365, virtualization, and networking. ● Experience with FortiGate Firewalls, remote desktop tools (e.g., TeamViewer), and documentation/IT diagrams. ● Strong customer service skills and fluent verbal/written English. ● Certifications (e.g., Microsoft, Cisco) are a plus. Candidates with attached CV and relevant experience will be considered for a phone interview.

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