IT Administrator
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Job Description
IT Administrator supporting Microsoft 365, Windows, networking, and cybersecurity for Atticus’s global managed-services customers. Handling service desk operations and infrastructure administration from the Philippines.
Responsibilities:
- Answer inbound customer support calls
- Act as the first point of contact for service requests and incidents
- Deliver exceptional customer service
- Log, prioritise, categorise and manage support tickets
- Diagnose and resolve Level 1 and Level 2 technical issues
- Escalate incidents appropriately while maintaining ownership and communication
- Follow incidents through to resolution
- Maintain regular customer communication regarding ticket progress
- Meet SLAs, response times and customer satisfaction targets
- Build and maintain positive customer relationships
- Administer Microsoft 365 environments, including Exchange Online, Teams, SharePoint Online and OneDrive
- Manage user onboarding and offboarding, licensing and permissions
- Support Microsoft Entra ID and configure MFA
- Assist with Microsoft 365 migrations and tenant administration
- Support 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 perform firmware upgrades for network-connected infrastructure and managed IoT devices
- Troubleshoot LAN, WAN, wireless and VPN connectivity issues
- Support firewalls, switches and wireless infrastructure
- Assist with network monitoring and performance management
- Work with vendors and service providers to resolve connectivity issues
- Follow security best practices and company policies
- Support endpoint security solutions and respond to security alerts
- Assist with vulnerability remediation, disaster recovery and business continuity
- Maintain ticket records and time entries
- Create and update technical documentation, knowledge base articles and support guides
- Participate in reporting and operational reviews
- Ensure adherence to internal processes and standards
Requirements:
- Minimum 4 years experience in IT Support, Service Desk, Systems Administration, or Managed Services
- Strong customer service and communication skills
- Excellent spoken and written English
- Experience supporting Microsoft Windows operating systems
- Experience supporting Microsoft 365 environments
- Experience with Active Directory and Microsoft Entra ID
- Understanding of networking fundamentals including DNS, DHCP, VPN and TCP/IP
- Experience troubleshooting hardware and software issues
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Strong attention to detail and documentation skills
- Experience working within an MSP environment
- Microsoft certifications
- Experience with Sophos solutions
- Experience using RMM and PSA platforms
- Experience with PowerShell scripting
- Experience with SharePoint administration
- Experience supporting Apple macOS devices
- Experience with VMware or Hyper-V
- Cybersecurity certifications or exposure
Benefits:
- Competitive compensation
- Benefits
- Annual leaves
- Health and medical insurances
- Flexible working arrangement
- Opportunities for growth and development
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