System Administrator L2

3 weeks ago

Remote, 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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