IT Support Assistant – Level 1/2 (Onsite, Kawit Cavite)

Job Overview:

We are seeking a reliable and proactive Level 1/2 IT Support Assistant based in the Philippines to provide ongoing technical support for our clients that is an Australian Managed Service Provider (MSP). You will manage day-to-day IT support requests, troubleshoot technical issues and assist end users via phone, email and remote support tools.

We are looking for someone who takes ownership of their work, investigates problems thoroughly and is persistent in finding solutions rather than simply escalating issues. You must be comfortable working independently as part of a small remote team while maintaining clear and professional communication.

Work Set Up:

Employment Type: Full Time

Shift Schedule: Mon-Fri, 5:30 am to 2:30 pm

Work Setup: Onsite

Location: Cavite

Client Industry: IT Operations

Key Responsibilities:

• Provide Level 1 and Level 2 technical support via phone, email, remote access tools and ticketing systems.

• Diagnose and resolve hardware, software, Windows operating system and network connectivity issues.

• Administer and troubleshoot Microsoft 365, including Outlook, Teams, SharePoint, OneDrive and Exchange Online.

• Manage endpoint devices, configurations, application deployments and updates using Microsoft Intune.

• Perform basic Windows Server, Active Directory, Microsoft Entra ID and Group Policy administration.

• Manage user accounts, permissions, password resets and employee onboarding/offboarding.

• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPNs, VLANs and basic firewall configurations.

• Assist with device setup, software installation, endpoint security and system patching.

• Investigate incidents, perform basic root-cause analysis and escalate complex issues when necessary, providing clear troubleshooting documentation.

• Manage and follow up on support tickets, ensuring timely resolution in line with service-level agreements (SLAs).

• Maintain accurate technical documentation and communicate professionally with Australian end users.

Required skills and experience:

• Minimum 2 years' experience in IT support, helpdesk, service desk or a similar technical support role.

• Strong hands-on experience supporting Windows 10/11 desktops, laptops and business applications.

• Practical experience administering and troubleshooting Microsoft 365.

• Experience with Microsoft Intune, endpoint management and device configuration.

• Working knowledge of Windows Server, Active Directory, Microsoft Entra ID and Group Policy.

• Sound understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPNs and firewalls.

• Experience using remote support tools, ticketing systems and incident management processes.

• Strong troubleshooting, problem-solving and basic root-cause analysis skills.

• Excellent spoken and written English, with confidence providing phone-based customer support.

• Strong time management, documentation skills and the ability to work independently.

• Must be willing to work onsite in either Makati or Cavite office (your selection).

• Shift schedule is Monday to Friday, 5:30 am to 2:30 pm.

Highly Regarded skills and experience:

• Previous experience working for an MSP or supporting Australian/international clients.

• Experience with RMM tools such as ConnectWise, NinjaOne or similar.

• Exposure to Hyper-V, VMware, Microsoft Azure and backup solutions.

• Basic PowerShell scripting and IT automation experience.

• Familiarity with 3CX or Amazon Connect.

• Knowledge of cybersecurity best practices and endpoint security.

• Relevant Microsoft, CompTIA or ITIL certifications.

Workplace Perks:

• Competitive salary package

• HMO coverage

• Fixed weekends off

• Meal allowance

• Attendance bonus

• 20 days of paid leave to be used on your own discretion (including 5 credits convertible to cash)

• Monthly social activities and annual company outing (domestic/international)

• Vibrant, diverse and inclusive work environment

About Us:

Shadow Office Solutions is an Australian operated BPO committed to delivering exceptional services and innovative solutions to our clients. We pride ourselves on our skilled workforce and a culture of excellence, collaboration and continuous improvement. We’re growing and looking for talented individuals to join our dynamic team.

Shadow Office Solutions is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.