Information Technology Specialist

Worldwide Logistics Group; Taguig; On-site; PHP 480,000 - 750,000; Full time

Job summary

Worldwide Logistics Group is seeking an experienced IT Specialist (Level 2) to bolster a growing, full-service IT support team supporting a distributed APAC workforce. You will troubleshoot complex issues, mentor junior technicians, and contribute to global IT operations, combining hands-on technical work with developing leadership skills.

You will administer Microsoft 365/Azure AD, manage endpoint deployments, and leverage RMM tools to monitor and optimize performance.

Qualifications

• Minimum of 2 years hands-on MSP or enterprise helpdesk experience.
• At least 2 years administering Microsoft 365 and Azure Active Directory.
• Proven ability to prioritize workloads through an enterprise ticketing/ITSM system.
• Practical experience with endpoint management and remote monitoring (RMM) tools.
• Strong proficiency in installing and configuring operating systems, deploying software packages, and imaging workstations.
• Skilled in PC assembly, hardware diagnostics, and performance optimization.
• Solid understanding of networking concepts including switching, routing, and firewall configuration.
• Excellent written and verbal communication skills in English.

Responsibilities

• Provision, configure, and optimize end-user workstations and peripheral devices for new hires and staff, ensuring security and performance standards.
• Perform advanced OS installations, upgrades, and imaging with automation where possible.
• Administer and maintain users, groups, and permissions in Microsoft 365 and Azure AD.
• Manage hardware and software assets with lifecycle documentation and standards compliance.
• Serve as escalation point for complex technical issues and drive timely resolutions to minimize downtime.
• Utilize an ITSM platform to manage incidents, requests, and changes aligned to SLA objectives.
• Deploy, monitor, and verify system updates and security configurations through N-Able.
• Diagnose and resolve advanced network connectivity and performance issues with infrastructure teams.
• Develop and maintain technical documentation and knowledge base articles.
• Proactively monitor system performance and implement preventative reliability measures.

Skills

MSP experience

Enterprise helpdesk

Microsoft 365

Azure Active Directory

Workload prioritization

ITSM ticketing

RMM tools

Endpoint management

OS installation & imaging

Networking concepts

English communication

PC hardware & diagnostics

Tools

N‑Able

Job description

As an IT Specialist (Level 2), you’ll be an integral member of a growing, full-service IT support team, providing advanced technical support and contributing to global IT operations. This role offers an exceptional opportunity to expand your technical expertise and leadership skills while supporting a geographically distributed workforce across the APAC region. You will work closely with global IT teams to ensure consistent service delivery, system stability, and user satisfaction.

Detail-oriented and proactive Level 2 Tech with a strong foundation in troubleshooting complex technical issues and optimizing system performance. Experienced in mentoring junior technicians, managing ticket escalations, and collaborating across departments to ensure efficient issue resolution. Combines hands-on technical expertise with a developing managerial perspective- skilled at prioritizing workloads, improving support workflows, and maintaining high customer satisfaction. Passionate about driving continuous improvement and bridging the gap between technical operations and team leadership.

Responsibilities and Duties

• Provision, configure, and optimize end-user workstations and peripheral devices for new hires and existing staff, ensuring compliance with security and performance standards.
• Perform advanced installations, upgrades, and imaging of operating systems and enterprise applications, leveraging automation tools where possible.
• Administer and maintain user accounts, permissions, and group policies across Microsoft 365, Azure Active Directory, and integrated third‑party systems.
• Manage and audit hardware and software assets, maintaining accurate lifecycle documentation and ensuring compliance with organizational standards.
• Serve as an escalation point for complex technical issues, conducting root cause analysis and delivering timely, effective resolutions to minimize downtime.
• Utilize an enterprise ticketing and ITSM platform to manage incidents, service requests, and change controls in alignment with SLA objectives.
• Deploy, monitor, and verify system updates, patches, and security configurations through centralized endpoint management platform (N‑Able).
• Diagnose and resolve advanced network connectivity and performance issues, collaborating with infrastructure teams as needed.
• Develop and maintain comprehensive technical documentation, standard operating procedures, and knowledge base articles to support team efficiency and knowledge sharing.
• Proactively monitor system performance, identify potential risks, and implement preventative measures to enhance reliability and user experience.

Qualifications and Skills

Required:

• Minimum of 2 years of hands‑on experience in a Managed Service Provider (MSP) or enterprise‑level helpdesk environment.
• At least 2 years of experience administering users, groups, and permissions within Microsoft 365 and Azure Active Directory .
• Proven ability to manage and prioritize workloads through an enterprise ticketing or ITSM system , ensuring timely and efficient resolution of incidents and requests.
• Practical experience with endpoint management and remote monitoring tools (RMM) for system updates, patching, and asset control.
• Strong proficiency in installing and configuring operating systems , deploying software packages, and performing workstation imaging.
• Skilled in PC assembly, hardware diagnostics, and performance optimization .
• Solid understanding of networking concepts , including switching, routing, and firewall configuration .
• Exceptional written and verbal communication skills in English, with the ability to convey technical information clearly to non-technical audiences.

Highly desired

• Proficiency with Remote Monitoring and Management (RMM) platforms, including endpoint deployment, patch automation, and system health monitoring
• Strong networking foundation, with hands‑on experience in firewall administration, switching, and routing configuration.
• Experience with remote access and support tools, ensuring secure and efficient troubleshooting across distributed environments.
• Project management experience, including planning, coordinating, and executing technical initiatives or deployments with minimal supervision.
• Flexibility to work varying shifts and hours, including after‑hours or on‑call rotations as needed to support operational requirements.
• Occasional shift work may be required to cover staffing shortages in the EMEA region.