Level 2 IT Support Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines Sourcefit Full time $40,000 - $80,000 per year

Position Summary

We are seeking a skilled and resourceful Level 2 IT Support Specialist to provide advanced technical assistance and serve as an escalation point for Level 1 support issues. This role involves diagnosing complex technical problems, maintaining IT infrastructure, and ensuring system reliability across hardware, software, and network environments. The ideal candidate demonstrates strong analytical skills, a collaborative mindset, and the ability to resolve issues efficiently while maintaining high user satisfaction.

Job Details


• Work Setup: Work from Home


• Schedule: Monday to Friday | 8 AM to 5 PM MST or 9 AM to 6 PM MST


• Holidays: Following US Holidays

Key Responsibilities


• Act as the escalation point for Level 1 IT Support, resolving advanced hardware, software, and network issues.


• Troubleshoot and repair operating system, application, and connectivity problems across Windows and Mac environments.


• Administer and maintain user accounts, permissions, and group policies in Active Directory, Microsoft 365, and other enterprise systems.


• Support configuration and maintenance of servers, shared drives, and network devices (routers, switches, firewalls, printers, etc.).


• Monitor system performance, backups, and security alerts to ensure optimal uptime and compliance.


• Perform advanced installations, updates, and patches for software, drivers, and operating systems.


• Assist with deployment and management of endpoint devices through tools like Intune, SCCM, or similar.


• Collaborate with IT management to document known issues, standard operating procedures, and root cause analyses.


• Provide guidance and mentoring to Level 1 Support staff to improve technical troubleshooting capabilities.


• Participate in IT projects such as system upgrades, migrations, and infrastructure improvements.


• Maintain accurate and detailed records of issues, resolutions, and configuration changes in the helpdesk system.


• Ensure compliance with IT security policies, data protection standards, and company procedures.

Qualifications


• Bachelor's degree in Information Technology, Computer Science, or related field (preferred).


• 3+ years of experience in IT support or systems administration, with at least 1 year handling Level 2 responsibilities.


• Strong working knowledge of Windows and/or Mac OS environments, Microsoft 365, and Active Directory.


• Proficiency with network technologies and troubleshooting (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).


• Experience managing and maintaining ticketing/helpdesk systems (e.g., ServiceNow, Zendesk, JIRA, Freshdesk).


• Familiarity with endpoint management tools, system imaging, and remote support software.


• Solid understanding of IT security principles and data protection best practices.


• Excellent analytical, communication, and documentation skills.


• Proven ability to work independently while coordinating effectively with cross-functional IT teams.

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