Systems Administrator

4 days ago

Manila, National Capital Region, Philippines WHR Global Consulting Full time ₱960,000 - ₱1,200,000 per year

WHR Global Consulting is hiring a Full time Systems Administrator role in Taguig, NCR. Apply now to be part of our team.

Job summary:

  • Flexible hours available
  • More than 4 years of relevant work experience required for this role
  • Expected salary: ₱80,000 - ₱100,000 per month

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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