Level 2 Help Desk Technician – Cloud
21 hours ago
Level 2 Help Desk Technician – Cloud & Security Specialist
Location: On-site (iSupport Worldwide Office)
Experience: Mid-Level, 3–5 Years
About the Role
We are seeking a Level 2 Help Desk Technician with strong technical expertise and hands-on experience in managed IT environments. This role requires ownership of complex issues, mentoring Level 1 technicians, and ensuring service reliability across multiple clients.
Non-Negotiable Requirements
Candidates must meet the following criteria:
Experience:
- Mid-Level, 3–5 years in MSP or high-level help desk roles supporting multiple clients.
Technical Skills:
- Cloud-Managed Antivirus: Hands-on experience with at least one cloud-managed endpoint protection platform (e.g., Sophos, Bitdefender).
- Cloud-Managed Spam Filter: Ability to configure and manage quarantine and policies in hosted email security systems (e.g., Barracuda, Mimecast).
- RMM Platform: Daily use of Remote Monitoring and Management tools (e.g., ConnectWise, NinjaOne) for alerts and remote support.
- PSA / Ticketing System: Skilled in documenting work, updating ticket notes, and tracking time in PSA tools.
- Microsoft 365 Administration: User-level tasks (password resets, license assignments, OneDrive/SharePoint setup, Outlook troubleshooting) and advanced administration of Exchange Online, Teams, SharePoint, and Entra ID (Azure AD).
- Cloud Backup Systems: Experience supporting cloud-managed backup/disaster recovery platforms (e.g., Axcient, Datto, Veeam).
- Windows OS: Strong knowledge of installation, patching, and troubleshooting user profiles.
- VPN Client Support: Installation and troubleshooting of end-user VPN software.
Certifications & Advanced Expertise:
- Holds a current Microsoft 365 certification (MS-102, AZ-104) or demonstrates advanced administration skills.
Additional Technical Depth:
- Mail-flow & NDR troubleshooting in Microsoft 365 and spam filters.
- Advanced RMM automation and scripting.
- Cloud backup job monitoring and recovery.
- Endpoint & network security knowledge (VPN authentication, firewall interaction, MFA).
- Trend analysis and process improvement.
Soft Skills:
- Mentors Level 1 technicians and supports proper escalation flow.
- Owns complex issues through resolution with minimal supervision.
- Excellent communication skills for explaining technical concepts to non-technical users.
- Consistently documents tickets with clear, concise, and complete notes (internal vs. client-facing).
Job Type: Full-time
Pay: Php80, Php100,000.00 per month
Work Location: In person
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