System Administrator 3 days ago
The IT Service Desk Support - Level 2 specialist provides advanced Tier 1/Tier 2 technical support and serves as the primary escalation resource within the Service Desk for incidents and service requests that require greater access, depth, or coordination. The role performs advanced troubleshooting, executes approved repeatable technical procedures, mentors Level 1 staff, maintains customer communication and ticket ownership, and prepares complete escalation packages for Service Desk Team Lead/designated Escalation Point review when Tier 3 Engineering engagement is required. Responsibilities:
Serve as the primary Service Desk escalation resource for tickets and incidents that Level 1 cannot resolve, taking ownership through resolution, approved vendor coordination, or validated escalation. Perform advanced troubleshooting across enterprise applications, Microsoft 365, identity, endpoint, connectivity, network-edge, server, virtualization, and backuprelated issues within approved Service Desk scope. Diagnose and resolve network connectivity issues involving switches, wireless access points, VLANs, VPN connectivity, DNS/DHCP, and Wi-Fi performance when the issue can be addressed through documented Tier 1/Tier 2 procedures.
Perform elevated Active Directory, Group Policy, user/device provisioning, and accessmanagement tasks within documented procedures and assigned permissions. Support server infrastructure, virtualization environments, backup platforms, and business applications at the Tier 1/Tier 2 level using approved runbooks and standard operating procedures. Execute documented and approved routine technical procedures, maintenance, updates, and configuration tasks assigned to Service Desk; escalate deviations, failures, or engineering decisions through the established escalation path.
Coordinate routine third-party vendor cases within Service Desk scope and route advanced engineering or architecture-level vendor escalations through Tier 3 Engineering when required. Immediately elevate potential P1/P2 or high-impact conditions to the Service Desk Team Lead/designated Escalation Point and support the coordinated technical response as assigned. Prepare complete Tier 3 escalation packages with business impact, affected systems/users, troubleshooting history, logs or screenshots, access details, recent changes, and a clear technical ask before Team Lead/Escalation Point review.
Mentor and provide technical guidance to Level 1 staff; review ticket notes, troubleshooting quality, and escalation readiness. Identify recurring issues, documentation gaps, and repeatable solutions; contribute knowledge-base articles, SOPs, and recommendations for problem/RCA review when appropriate. Maintain customer communication, SLA awareness, accurate labor/time entries, complete technical notes, and closure documentation throughout the ticket lifecycle.
Support shift handoffs and workload balancing to maintain continuous 24x7 Service Desk coverage. Position Requirements: Associate or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical field preferred; an equivalent combination of relevant education, technical certifications, and professional experience will be considered.
3+ years of experience in a service desk, help desk, desktop support, or technical support role, including at least 1 year performing Level 2 or escalation-level support. Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VLANs, VPNs, wireless connectivity, and common network troubleshooting methods. Working experience with Windows desktop and Windows Server administration, Active Directory, Group Policy, and Microsoft 365 administration.
Experience with ticketing/ITSM platforms, queue management, SLA management, escalation workflows, and customer-facing technical support; Zendesk experience is preferred. Familiarity with virtualization platforms such as VMware vSphere or Microsoft Hyper-V and with backup/recovery technologies. Ability to follow and safely execute documented technical procedures, including routine configuration or maintenance tasks, and recognize when engineering review is required.
Strong troubleshooting, documentation, vendor-coordination, and cross-team communication skills. Ability to mentor Level 1 technicians and improve troubleshooting consistency, documentation quality, and escalation readiness. Basic scripting or automation experience is a plus.
Preferred Certifications: CompTIA Network+ and/or Security+ ITIL Foundation
Relevant Microsoft certifications CCNA or comparable infrastructure certification Benefits:
Government Mandated Benefits ( SSS, Pagibig, PhilHealth, 13th Month Pay, Night Differential, and HMO Work equipment will be provided
100% Remote within the Philippines Professional development opportunities Dynamic and inclusive work culture
Work Conditions: Work arrangement may be remote, hybrid, or onsite based on assignment and operational requirements. Remote or hybrid assignments require a dedicated, professional workspace with reliable high-speed internet and secure connectivity suitable for confidential business and customer support activities.
This role supports a 24x7 staffed Service Desk and requires availability for the employee's assigned shift. Assigned schedules may include daytime, evening, overnight, weekend, and holiday coverage based on operational staffing requirements. Primarily computer-based support work requiring extended use of ticketing, remotesupport, collaboration, and customer-communication tools.