IT Administrator

Atticus Advisory Solutions, Inc.

Metro Manila

Hybrid

PHP 600,000 - 900,000

Full time

4 days ago

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Job summary

Atticus Advisory Solutions, Inc. seeks an IT Administrator in Manila to support service desk activities and infrastructure. You will handle customer requests, troubleshoot issues, and help with Microsoft 365, Windows, networking, and cybersecurity tasks in a growing MSP environment.

The role emphasizes strong customer service, English proficiency, and cross-functional collaboration across IAM, AD, DNS/DHCP, and cloud platforms, with hybrid work aligned to NZ time.

Qualifications

Minimum 4 years experience in IT Support, Service Desk, Systems Administration, or Managed Services.
Strong customer service and communication skills.
Excellent spoken and written English.
Experience supporting Microsoft Windows operating systems.
Experience supporting Microsoft 365 environments.
Experience with Active Directory and Microsoft Entra ID.
Understanding of networking fundamentals including DNS, DHCP, VPN and TCP/IP.
Experience troubleshooting hardware and software issues.
Strong analytical and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong attention to detail and documentation skills.

Responsibilities

Answer inbound customer support calls.
Act as the first point of contact for all service requests and incidents.
Deliver exceptional customer service and create positive customer experiences.
Log, prioritise, categorise and manage support tickets accurately.
Diagnose and resolve Level 1 and Level 2 technical issues.
Escalate incidents appropriately while maintaining ownership and communication.
Follow incidents through to resolution.
Maintain regular communication with customers regarding ticket progress.
Meet agreed service levels (SLAs), response times and customer satisfaction targets.
Build and maintain positive relationships with customers.
Administer Microsoft 365 environments and related services.
Support Exchange Online, Teams, SharePoint Online and OneDrive.
Manage user onboarding and offboarding; licensing and permissions.
Support Microsoft Entra ID (Azure AD) and MFA configuration.
Assist with Microsoft 365 migrations and tenant administration.
Support Windows desktop and server environments; AD, DNS, DHCP, GPO.
Monitor and maintain client systems and services; patch management.
Support backup and disaster recovery solutions; maintain documentation.

Skills

Customer service

English proficiency

Windows support

Microsoft 365

Active Directory/Microsoft Entra ID

Networking fundamentals

Hardware & software troubleshooting

PowerShell scripting

SharePoint administration

VMware/Hyper-V

RMM/PSA platforms

Cybersecurity basics

Tools

RMM platforms

PSA platforms

Sophos solutions

PowerShell

VMware

Hyper-V

Job description

Work Arrangement / Work Shift:Hybrid / 8:30 AM New Zealand Time (4:30 AM Philippine time)

Role Overview:

We are seeking a highly motivated and customer-focused IT Administrator to join our growing Manila team. This role is heavily focused on Service Desk operations and customer support. You will act as the primary point of contact for our managed services customers, providing technical assistance, troubleshooting issues, and ensuring an exceptional support experience.

A significant portion of your day will involve handling incoming calls, responding to service requests, communicating with customers, and resolving technical issues across Microsoft 365, Windows, cloud platforms, networking, and endpoint devices.

In addition to Service Desk responsibilities, you will assist with infrastructure administration, cybersecurity initiatives, Microsoft 365 management and continuous service improvement.

This position offers exposure to a wide range of technologies and provides excellent opportunities for career development within a growing international MSP.

What You’ll Be Doing:

Service Desk & Customer Support

Answer inbound customer support calls
Act as the first point of contact for all service requests and incidents
Deliver exceptional customer service and create positive customer experiences
Log, prioritise, categorise and manage support tickets accurately
Diagnose and resolve Level 1 and Level 2 technical issues
Escalate incidents appropriately while maintaining ownership and communication
Follow incidents through to resolution
Maintain regular communication with customers regarding ticket progress.
Meet agreed service levels (SLAs), response times and customer satisfaction targets
Build and maintain positive relationships with customers

Microsoft 365 Administration

Administer Microsoft 365 environments
Support Exchange Online, Teams, SharePoint Online and OneDrive
Manage user onboarding and offboarding
Manage licensing and permissions
Support Microsoft Entra ID (Azure AD)
Configure and support multi-factor authentication (MFA)
Assist with Microsoft 365 migrations and tenant administration

Infrastructure Administration

Support Windows desktop and server environments
Manage Active Directory, DNS, DHCP and Group Policy
Monitor and maintain client systems and services
Assist with patch management and system updates
Support backup and disaster recovery solutions
Assist in maintaining system documentation and standards
Plan, schedule and perform firmware upgrades for firewalls, NAS devices, switches, wireless access points, printers, UPS devices, and other network-connected infrastructure
Upgrade and maintain firmware on IoT and smart devices where managed as part of client environments

Network Support

Troubleshoot LAN, WAN, wireless and VPN connectivity issues
Support firewalls, switches and wireless infrastructure
Assist with network monitoring and performance management
Work with vendors and service providers to resolve connectivity issues

Cyber Security

Follow security best practices and company policies
Support endpoint security solutions
Monitor and respond to security alerts
Assist with vulnerability remediation activities
Support disaster recovery and business continuity processes
Promote a security-first approach in all support activities.

Documentation & Reporting

Maintain accurate ticket records and time entries
Create and update technical documentation
Develop knowledge base articles and support guides
Participate in reporting and operational reviews
Ensure adherence to internal processes and standards.

What You’ll Need:

Minimum 4 years experience in IT Support, Service Desk, Systems Administration, or Managed Services
Strong customer service and communication skills
Excellent spoken and written English
Experience supporting Microsoft Windows operating systems
Experience supporting Microsoft 365 environments
Experience with Active Directory and Microsoft Entra ID
Understanding of networking fundamentals including DNS, DHCP, VPN and TCP/IP.
Experience troubleshooting hardware and software issues
Strong analytical and problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment
Strong attention to detail and documentation skills.

How You Work:

You have a genuine passion for customer service and enjoy speaking with customers to understand their needs and help solve problems. You are professional, confident, empathetic, and patient, with a strong sense of ownership and commitment to seeing issues through to resolution. You are proactive and solutions-focused, work effectively both independently and as part of a team, and are committed to continuous learning and development. You also demonstrate a high level of integrity, professionalism, and confidentiality.

What Will Set You Apart: