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Senior IT Helpdesk Technician L2

🇵🇭 Philippines

Management

Azure

Cybersecurity

Senior IT Helpdesk Technician L2

from 🇵🇭 Philippines

Position Summary:
The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users.

Job Details

Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST
Holidays: US Holidays.


Key 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.

  • Required Qualifications: 

    • 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.

    Preferred Qualifications

    • Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern

    Desktop Administrator, Azure Administrator Associate, or Apple Certified Support

    Professional.

    • Experience supporting a US-based media, publishing, or events company.

    • Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.

    • Experience building dashboards or reports from ticketing system data.

    • by @maxrusakovic