L2 Helpdesk Support

Sourcefit; Quezon City; Hybrid; PHP 446,000 - 781,000; Full time

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.

Skills

Level 2 support

Technical troubleshooting

English communication

Multitasking

Documentation

On‑call readiness

PowerShell scripting

Tools

Active Directory

Microsoft Azure

Microsoft 365

Intune

DNS

DHCP

VPN

Job description

What’s in it for you?

• Health Insurance (HMO)
• Competitive Salary
• Allowances
• Paid Time offs (Unused Vacation Leaves are convertible to cash)
• Company wide events

Job Details:

• Eastwood Libis, QC (Hybrid Set Up)
• Training schedule: Monday to Friday: 6 AM to 3 PM
• *Shift after training will vary. The business provides 24/7 coverage. You are expected to be flexible with the shift which includes night shifts, and weekends.

Responsibilities:

• Provide Level 2 support as an escalation point for technical issues, incidents, service requests, and customer enquiries
• Diagnose and resolve issues using remote troubleshooting, questioning, and appropriate technical analysis
• Capture, manage, update, and close tickets accurately from initial contact through to confirmed resolution
• Provide clear guidance to customers, including correct support channels, troubleshooting steps, and IT product or service information
• Escalate unresolved or high‑priority issues to the appropriate specialist or support team
• Document incidents, resolutions, customer updates, feedback, and knowledge base information clearly and accurately
• Identify service improvements and support IT project work when required
• Participate in on‑call rotation and support service delivery in line with SLAs, company policies, and procedures

Qualifications:

• At least 3-5 years of experience in a similar role
• Strong technical troubleshooting skills with the ability to diagnose and resolve moderate to complex issues
• Working knowledge of office applications, databases, remote support tools, and ticketing systems
• Excellent English communication skills
• Ability to handle multiple helpdesk tickets
• Good documentation skills
• Experience with Active Directory, Microsoft Azure, Microsoft 365, and cloud environments
• Microsoft Intune experience across endpoint management, device enrollment, application deployment, and policy configuration
• Basic networking troubleshooting skills across DNS, DHCP, Wi‑Fi, VPN, connectivity, and printers

Nice to Have:

• Experience supporting Windows and on-premises server environments, including Hyper‑V
• Experience with PowerShell scripting and automation
• Experience with Autotask and Datto RMM