Senior IT Helpdesk Technician, L2

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

📋 Description

• Manage an assigned ticket queue independently from intake to closure, ensuring that SLAs are consistently met.

• Deliver L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools.

• Troubleshoot and manage Microsoft 365 services such as Exchange Online, Teams, SharePoint, OneDrive, and Intune.

• Provide support for Azure AD / Entra ID related to identity and device management.

• Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues.

• Offer support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting.

• Accurately document all cases within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar).

• Generate weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates.

• Proactively follow up with end users on open tickets to ensure timely resolution.

• Identify recurring issues and suggest improvements in processes, documentation, or configuration.

• Maintain and update internal knowledge base articles and user documentation.

• Work closely with US-based IT leadership on escalations and larger IT initiatives.

⛳️ Requirements

• A minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience in an L2 capacity.

• Proven experience managing a personal ticket queue, independently following up with end users, and producing regular reports without prompting.

• Strong professional English communication skills in both written and verbal forms.

• Must be comfortable working directly with US-based end users and stakeholders.

• Reliable availability for a full nightshift schedule aligned with US Pacific Time.

• Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune.

• Solid knowledge of Active Directory and Windows Server (user/group administration, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, and Linux.

• Practical support experience with macOS and Apple hardware in a business context.

• Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications.

• Strong troubleshooting methodology, ownership mindset, and the ability to work with minimal supervision.

• Stable home internet connection and an appropriate work-from-home setup.

🏝️ Benefits

• US Holidays