Help Desk Administrator
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Job Description
Help Desk Administrator providing advanced managed IT, cybersecurity, and cloud support for Nexplay clients. Troubleshooting infrastructure, administering systems, and serving as a senior escalation resource remotely from the Philippines.
Responsibilities:
- Monitor and maintain Windows servers, workstations, networks, and cloud environments
- Ensure system uptime, reliability, security, and performance
- Manage Active Directory, Group Policy, Microsoft 365, and user administration
- Administer virtualization platforms, including VMware environments
- Serve as an escalation point for complex support issues
- Investigate and resolve server, network, application, and endpoint-related problems
- Perform root cause analysis and recommend permanent solutions
- Support patching, upgrades, and maintenance activities
- Assist with vulnerability remediation and cybersecurity initiatives
- Support multi-factor authentication, endpoint security, and identity management
- Coordinate with cybersecurity partners and internal security teams
- Ensure systems follow security best practices and compliance requirements
- Use RMM, documentation, and monitoring platforms to proactively identify issues
- Develop PowerShell scripts and automation solutions to improve efficiency
- Track trends and recommend infrastructure improvements
- Maintain accurate documentation for systems, configurations, and procedures
- Communicate with clients regarding technical issues and resolutions
- Deliver exceptional customer service while managing multiple priorities
- Work closely with engineers, project teams, account managers, and security personnel
- Mentor junior technicians and provide technical guidance
- Participate in knowledge sharing and continuous improvement initiatives
- Serve as a senior technical resource within Nexplay's Managed Services team supporting primarily North American clients
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred
- Minimum 5+ years of experience in Help Desk Administration, Systems Administration, Managed Services (MSP) environments, and infrastructure support
- Strong experience with Windows Server Administration
- Strong experience with Active Directory & Group Policy
- Strong experience with Microsoft 365 Administration
- Strong experience with Multi-Factor Authentication (MFA)
- Strong experience with User & Identity Management
- Strong experience with VMware Administration
- Strong experience with Patch Management Platforms
- Strong experience with Endpoint Security & Vulnerability Remediation
- Strong experience with Windows Workstation Support
- Strong experience with network troubleshooting
- Strong experience with switches, routers, and firewalls
- Strong experience with PowerShell scripting
- Strong experience with DNS, DHCP, VPN, and TCP/IP
- Strong experience with RMM platforms
- Experience with one or more of ConnectWise Automate, ConnectWise RMM, ConnectWise Manage, N-able SolarWinds, or ManageEngine
- Cloud experience with Microsoft Azure and AWS
- Excellent verbal and written English communication
- Ability to work independently in a remote environment
- Reliable high-speed internet connection
- Dedicated and professional home office setup
- Ability to work North America business hours when required
- MSP experience supporting multiple clients preferred
- Hospitality industry IT experience preferred
- Cybersecurity exposure preferred
- Experience supporting hybrid and cloud-first environments preferred
- Certifications such as Microsoft Certified Professional, Azure Administrator Associate, Azure Solutions Architect Expert, Cisco CCNA, CompTIA Network+, CompTIA Security+, or VMware Certifications are nice to have
Benefits:
- Fully remote work arrangement
- Permanent work from home
- Dedicated and professional home office setup
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