Urgent Hiring for Level 2 & 3 Helpdesk and IT Support Specialist
Express Global-Tech Services Ltd. Incorporated Urgent Hiring for Level 2 & 3 Helpdesk and IT Support Specialist
Summary
Level 2 & 3 helpdesk and IT support specialist in Cebu City serving as the technical escalation point for customer issues: advanced troubleshooting and administration of Windows Server, Active Directory, virtualization, cloud suites, and network devices, while logging tickets, improving SOPs, and mentoring junior team members.
We are seeking a skilled Level 2 & 3 Helpdesk & IT Support Specialist to handle complex technical challenges, manage advanced infrastructure, and deliver top-tier support. In this role, you will act as a key technical escalation point, solving critical issues while mentoring team members and optimizing internal IT processes.
Key responsibilities
Serve as the primary escalation point for complex technical issues submitted via phone or email, guiding customers through step-by-step resolution
Perform advanced troubleshooting and administration for Windows Servers, Active Directory, network firewalls, and switches
Utilize enterprise remote access tools to diagnose and resolve complex technical problems efficiently
Accurately log, track, update, and document technical issues, solutions, and customer interactions within the ticketing system
Identify opportunities to improve Standard Operating Procedures (SOPs) and relay valuable customer feedback to internal teams
Conduct training and knowledge-transfer sessions for peers and junior colleagues on emerging IT solutions and best practices
About you
Proven experience as a Level 2 or Level 3 Service Desk / IT Support Engineer
Hands-on experience with Windows Server (Hardware, OS, Application Servers) and advanced Windows Active Directory troubleshooting
Familiarity with virtualization platforms (ESXi, Hyper-V, or XenServer)
Exposure to cloud and productivity suites (Azure, AWS, Microsoft 365, Google Workspace)
Experience troubleshooting network switches, firewalls, and Anti-Virus / Endpoint Protection solutions
Deep knowledge of Windows 10/11, macOS, Microsoft Outlook, and Office applications
Proficiency with remote management software (e.g., AnyDesk, TeamViewer, LogMeIn)
Bachelor's degree in Computer Science, IT, or a related field (or equivalent practical experience)
Excellent English communication skills (written and verbal), strong problem-solving ability, customer-focused mindset, and a calm, composed approach under pressure