Hybrid Level 2 Helpdesk Specialist: Expert Troubleshooter

Sourcefit

Quezon City

Hybrid

PHP 446,000 - 781,000

Full time

14 days+

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Benefits offered by this job

Health Insurance (HMO)

Competitive Salary

Allowances

Paid Time offs (Unused Vacation Leaves

Company wide events

Job summary

Sourcefit is seeking a skilled Level 2 IT Helpdesk Specialist to support enterprise clients from Eastwood Libis, QC in a hybrid setup. You will diagnose and resolve moderate to complex issues, manage tickets from initial contact to resolution, and guide customers through troubleshooting steps while maintaining clear documentation.

You will participate in on-call rotation, handle multiple tickets, and contribute to knowledge base enhancements.

Qualifications

3–5 years in a similar role.
Strong technical troubleshooting for moderate to complex issues.
Experience with AD, Azure, Microsoft 365, and cloud environments.

Responsibilities

Provide Level 2 support as escalation point for technical issues, incidents, service requests, and customer inquiries.
Diagnose and resolve issues via remote troubleshooting and technical analysis.
Capture, manage, update, and close tickets from initial contact to resolution.
Provide clear guidance to customers on correct support channels and troubleshooting steps.
Escalate unresolved or high‑priority issues to the appropriate specialist or support team.
Document incidents, resolutions, updates, and knowledge base information clearly.
Identify service improvements and support IT projects when required.
Participate in on‑call rotation and SLA‑driven service delivery.