Senior IT Helpdesk Technician, L2
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Job Description
IT Helpdesk Technician providing L2 technical support remotely for US-based end users from Quezon City. Managing ticket queue and ensuring timely resolution of issues.
Responsibilities:
- Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met
- Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools
- Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune
- Support Azure AD / Entra ID for identity and device management
- Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues
- Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting
- Document all cases clearly and accurately within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar)
- Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates
- Proactively follow up with end users on open tickets and ensure timely resolution
- Identify recurring problems and recommend improvements in processes, documentation, or configuration
- Maintain and update internal knowledge base articles and end-user documentation
- Collaborate closely with US-based IT leadership on escalations and larger IT initiatives
- Maintain and update internal knowledge base articles and end-user documentation
Requirements:
- Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity.
- Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting.
- Strong, professional English communication skills — both written and verbal.
- Must be comfortable working directly with US-based end users and stakeholders.
- Reliable availability for a full nightshift schedule aligned to US Pacific Time.
- Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune.
- Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux
- Practical support experience with macOS and Apple hardware in a business environment.
- Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications.
- Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision.
- Stable home internet connection and a suitable work-from-home setup.
Benefits:
- US Holidays
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