IT Administrator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to incoming customer support calls

• Serve as the initial point of contact for service requests and incidents

• Provide outstanding customer service

• Record, prioritize, classify, and manage support tickets

• Identify and resolve Level 1 and Level 2 technical problems

• Appropriately escalate incidents while maintaining ownership and communication

• Ensure incidents are followed through to resolution

• Keep customers regularly updated on ticket progress

• Achieve SLAs, response times, and customer satisfaction goals

• Foster and maintain positive relationships with customers

• Manage Microsoft 365 environments, including Exchange Online, Teams, SharePoint Online, and OneDrive

• Oversee user onboarding and offboarding, as well as licensing and permissions

• Support Microsoft Entra ID and configure Multi-Factor Authentication (MFA)

• Assist with Microsoft 365 migrations and tenant management

• Provide support for Windows desktop and server environments

• Manage Active Directory, DNS, DHCP, and Group Policy

• Monitor and maintain client systems and services

• Assist with patch management, system updates, backup, and disaster recovery

• Maintain system documentation and standards

• Plan, schedule, and execute firmware upgrades for network-connected infrastructure and managed IoT devices

• Troubleshoot LAN, WAN, wireless, and VPN connectivity issues

• Support firewalls, switches, and wireless infrastructure

• Aid in network monitoring and performance management

• Collaborate with vendors and service providers to resolve connectivity problems

• Adhere to security best practices and company policies

• Assist with endpoint security solutions and respond to security alerts

• Help with vulnerability remediation, disaster recovery, and business continuity

• Keep ticket records and time entries updated

• Create and revise technical documentation, knowledge base articles, and support guides

• Participate in reporting and operational reviews

• Ensure compliance with internal processes and standards

⛳️ Requirements

• At least 4 years of experience in IT Support, Service Desk, Systems Administration, or Managed Services

• Strong customer service and communication skills

• Proficient in spoken and written English

• Experience in supporting Microsoft Windows operating systems

• Familiarity with Microsoft 365 environments

• Experience with Active Directory and Microsoft Entra ID

• Basic understanding of networking fundamentals including DNS, DHCP, VPN, and TCP/IP

• Proven ability to troubleshoot hardware and software issues

• Strong analytical and problem-solving skills

• Capacity to manage multiple priorities in a fast-paced setting

• High attention to detail and documentation capabilities

• Experience working within a Managed Service Provider (MSP) environment

• Relevant Microsoft certifications

• Familiarity with Sophos solutions

• Experience utilizing RMM and PSA platforms

• Proficiency in PowerShell scripting

• Experience with SharePoint administration

• Knowledge of supporting Apple macOS devices

• Familiarity with VMware or Hyper-V

• Cybersecurity certifications or relevant exposure

🏝️ Benefits

• Competitive salary

• Comprehensive benefits package

• Annual leave entitlement

• Health and medical insurance

• Flexible working arrangements

• Opportunities for professional growth and development