IT Support Technician L2

HireBooth; Manila; Remote; PHP 446.000 - 781.000; Vollzeit

Zusammenfassung

HireBooth is seeking a Level 2 IT Support Technician to deliver hands-on technical support for Australian clients from the Philippines, aligned with Sydney hours. You will manage endpoints, cyber security, and cloud backup across Microsoft 365, Google Workspace, and macOS/Windows environments, bridging problem-solving with day-to-day administration.

The role requires strong communication, escalation handling, and experience with MSP operations, automation, and security best practices.

Qualifikationen

• 4+ years of Level 2 IT support experience across MSP environments.
• Strong experience with Windows and macOS in business environments.
• Deep experience with Microsoft Entra ID, Exchange Online, MFA, Outlook, Teams, OneDrive, and SharePoint.
• Knowledge of DNS, DHCP, TCP/IP, Wi‑Fi, and VPN troubleshooting.
• Experience with ticketing systems and remote support tools.
• Ability to run basic PowerShell commands and scripts.
• Excellent English communication with Australian users.
• Reliable workspace with stable internet and power contingency during Australian hours.
• Experience with Mosyle MDM or JAMF and ManageEngine Endpoint Central.
• Security-focused with basic cybersecurity principles.
• Familiar with EDR/ISPM/SIEM concepts.
• Familiarity with phishing awareness training.

Aufgaben

• Serve as the first point of response for Level 1–2 incidents and requests.
• Troubleshoot Windows and macOS OS issues.
• Troubleshoot MS 365 apps and services (Outlook, Teams, Word, Excel, PowerPoint, OneDrive, SharePoint).
• Troubleshoot Google Workspace apps (Gmail, Drive, Calendar, Meet, Docs, Sheets, Slides).
• Troubleshoot LEAP Legal Software, HarveyAI, and other apps; coordinate with vendors.
• Investigate device performance, crashes, sign-in, and connectivity issues.
• Maintain ownership of tickets with updates and resolution notes.
• Administer users, licenses, shared mailboxes in Microsoft Entra ID; onboarding/offboarding.
• Monitor and manage Google Workspace onboarding/offboarding; sign-in and MFA issues.
• Support and troubleshoot Windows/macOS devices; remote support and endpoint management.
• Review security notifications and assist with remediation actions.
• Create and maintain troubleshooting guides and automation scripts.

Kenntnisse

Windows OS

macOS

Microsoft Entra ID

Exchange Online

MFA

Outlook

Teams

OneDrive

SharePoint Online

Google Workspace

PowerShell

Endpoint management

Cyber security basics

DNS/DHCP/TCPIP

VPN troubleshooting

Ticketing systems

Remote support

Documentation

English communication

Mosyle MDM

JAMF

ManageEngine Endpoint Central

Tools

Mosyle MDM

JAMF

ManageEngine Endpoint Central

PowerShell

Jobbeschreibung

Makati Commercial Center, Philippines | Posted on 11/10/2026

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

The Level 2 IT Support Technician is a critical hands-on role within an established Australian managed IT services provider (MSP) supporting small and medium businesses across professional services, legal, recruitment, property, finance and other sectors.

Working remotely and aligned with Sydney business hours, you will provide responsive technical support, endpoint management, cyber security, and cloud backup services to Australian businesses. This position bridges technical problem-solving with day-to-day administration across Microsoft 365, macOS, Windows environments, and managed services platforms.

The ideal candidate is someone who can investigate problems, follow through on commitments, and communicate clearly with users from initial assessment through to resolution, recognizing when escalation is needed.

Key Responsibilities

1. Technical Support & Ticket Ownership

Serve as the first point of response for all clients, triaging and resolving Level 1 and Level 2 incidents and service requests across multiple customer environments and escalating issues as needed.

Troubleshoot Windows and macOS operating system issues.

Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, PowerPoint, OneDrive and SharePoint Online.

Troubleshoot Google Workspace applications and services, including Gmail, Drive, Calendar, Meet, Docs, Sheets, and Slides.

Troubleshoot client specific applications, such as LEAP Legal Software, HarveyAI and others. Coordinate with vendors when issues require escalation.

Investigate device performance, application crashes, sign-in problems, and connectivity issues, prioritising work according to business impact and agreed service targets.

Maintain ownership of assigned tickets, including follow-up, user updates, and confirmation of resolution, while escalating complex issues with clear findings and relevant logs.

2. Microsoft 365 & Identity Administration

Administer users, groups, licenses, shared mailboxes and permissions, completing staff onboarding and offboarding accurately using documented procedures.

Support email, collaboration and file services across Exchange Online, Teams, SharePoint Online and OneDrive

Troubleshoot Microsoft Entra ID sign-in and access issues, including MFA and device registration.

3. Google Workspace Management

Administer users, groups, organisational units, licenses and access permissions through the Google Admin console.

Complete user onboarding and offboarding, including account creation, suspension, session revocation and authorised data transfers.

Support core Google Workspace applications (Gmail, Google Drive, Calendar, Meet) and troubleshoot sign-in, multi-factor authentication, email delivery, synchronisation and file sharing issues.

Review audit logs, escalate suspicious activity to the security team and implement approved configuration changes.

Support and troubleshoot Windows and macOS devices, managing device setup, application installation, operating system updates and connectivity.

Use remote support and endpoint management platforms to maintain customer devices, deploy approved software/scripts and investigate failed installations.

Monitor patch compliance, support device encryption (BitLocker and FileVault) and maintain accurate device records and technical documentation.

5. Cyber Security & Backup Operations

Review and triage security notifications, suspicious emails, and endpoint alerts, escalating suspected incidents promptly to the security team.

Assist with approved remediation actions, monitor Microsoft 365 backup jobs, investigate failures and perform authorised restores. Conduct backup and restore testing.

6. Documentation & Automation

Keep ticket notes clear and useful, creating and maintaining troubleshooting guides, procedures, and customer documentation.

Identify recurring issues, recommend practical fixes, and utilize PowerShell and automation where appropriate to reduce manual work and improve consistency.

Requirements & Qualifications

4+ years of relevant IT support experience, including hands-on Level 2 responsibilities and previous experience supporting multiple customers in an MSP or outsourced service desk environment.

Strong experience supporting a mix of Windows AND macOS devices in business environments.

Deep experience with Microsoft Entra ID, Exchange Online, MFA, Outlook, Teams, OneDrive, and SharePoint.

Working knowledge of DNS, DHCP, TCP/IP, Wi-Fi, and VPN troubleshooting.

Experience using ticketing systems, remote support tools and endpoint management platforms.

Ability to read, adapt and safely run basic PowerShell commands and scripts.

Strong written and spoken English with confidence supporting Australian business users.

A private, professional workspace with reliable internet, backup connectivity and a practical power contingency available during agreed Australian support hours.

Experience with Mosyle MDM (or similar JAMF)

Experience with ManageEngine Endpoint Central

Basic understanding of cybersecurity principles and practices

Familiarity with security tools and platforms such as EDR, ITDR, ESPM, ISPM and SIEM

Familiarity with user awareness training and phishing simulation campaigns

Microsoft Intune knowledge

Relevant Microsoft or Apple certifications

Experience supporting Property, finance, legal, recruitment and healthcare industries

- Reliability & Ownership: Takes full responsibility for work, pays attention to detail, and follows tasks through to completion without repeated prompting. Ensures assigned tickets progress consistently and are resolved within agreed targets.

- Clear Communicator: Explains technical issues in plain English, remains patient with users and ensures businesses receive timely, clear and professional support.

- Sound Judgement & Initiative: Investigates independently but recognises limitations, asking for help before making changes outside their authority. Escalates security issues and complex problems promptly.

- Continuous Improvement Mindset: Documents work thoroughly so other technicians can seamlessly understand and continue it, proactively reducing recurring problems through practical improvements.

- Security & Compliance: Complies strictly with confidentiality requirements and data handling procedures, protecting business information at all times. Has a strong security mindset and delivers outcomes without compromising security.