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 IT Helpdesk specialist in Cebu acting as an escalation point for complex infrastructure issues across multi-tenant US and EU client environments at an IT managed services provider. Daily work centers on Windows Server, Active Directory, and M365 administration, plus network/firewall troubleshooting and ITSM ticketing.
Are you an experienced Level 2 IT Helpdesk professional ready to step up and handle enterprise-level infrastructure? Express Global-Tech Services is looking for a skilled Level 2 IT Helpdesk specialist to deliver high-impact technical support to our US and EU clients. As a Level 2 IT Helpdesk , you will act as a key escalation point, tackling complex infrastructure issues and administering core systems. If you thrive in a fast-paced environment where every day brings engaging technical challenges, this Level 2 IT Helpdesk position is built for you.
Key Responsibilities
Level 2 IT Helpdesk Escalation & Support: Serve as the primary point of contact for complex technical issues, providing advanced step-by-step resolution across multi-tenant client environments.
Core Systems Administration: Deep-dive into Windows Server, Active Directory, and M365 administration to resolve complex identity, access, and server-side challenges.
Network & Infrastructure Maintenance: Perform troubleshooting and performance optimization for network firewalls, switches, and remote access tooling.
Process Optimization: Identify opportunities to improve Standard Operating Procedures (SOPs) and streamline ticket escalation workflows within our Level 2 IT Helpdesk pipeline.
Ticketing & Documentation: Maintain precise documentation, ticket lifecycle tracking, and resolution steps within the ITSM system.
What We Are Looking For
Helpdesk Experience: Proven track record as a Level 2 IT Helpdesk or Level 3 Service Desk specialist in an IT Managed Services (MSP) or BPO environment.
Active Directory Expertise: Strong, hands-on experience with Active Directory management, group policies (GPO), hybrid domain environments, and access provisioning.
Microsoft Ecosystem Proficiency: Extensive hands-on experience managing and troubleshooting M365 administration (Exchange Online, SharePoint, Teams) and modern Windows Server operating systems.
Infrastructure & Virtualization: Familiarity with hypervisors (Windows Server Hyper-V, VMware ESXi, or XenServer) and cloud platforms (Azure, AWS).
Networking & Security: Practical experience troubleshooting firewalls, network switches, VPNs, and Endpoint Protection (Anti-Virus/EDR) solutions.
Client Tooling: Proficiency with remote management tools (AnyDesk, TeamViewer, LogMeIn) essential for a high-performing Level 2 IT Helpdesk environment.
Communication & Mindset: Excellent English verbal and written communication skills with a customer-centric, calm, and methodical problem-solving style under pressure.
Education: Bachelor’s degree in IT, Computer Science, or equivalent practical industry experience.
Why Join Express Global-Tech Services?
Global Exposure: Work directly with international clients across the US markets.
Great Benefits: Competitive compensation package, night differential, and government-mandated benefits.
If you are a driven Level 2 IT Helpdesk engineer with strong expertise in Active Directory, M365, and Windows Server, apply today!