L2 Helpdesk Technical Support Specialist

MicroSourcing; Manila; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Healthcare from day one

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Onsite work

Job summary

MicroSourcing is hiring an L2 Helpdesk Technical Support Specialist to join our onsite team in Eastwood, Quezon City. You will deliver Level 2 technical support for escalated hardware, software, networking, and system issues, ensuring timely resolution for end users.

The role requires strong knowledge of Windows and Mac OS, Office 365, AD/Azure AD, Exchange Online, VPN, DNS, and IT infrastructure. A collaborative attitude and priority on customer service are essential for success.

Qualifications

• Experience troubleshooting and resolving core services for Desktop OS (Windows 7, 8, 10 & 11, MacOS) and Server OS (Windows Server 2008 R2 and above, 2012, 2016, 2019 & 2022).
• Solid networking foundation, including TCP/IP, DNS, DHCP, and VPN.
• Extensive experience with Active Directory (on-premise and Azure) and Microsoft Exchange (on-premise and Online).
• Strong understanding and knowledge of Office 365, including SharePoint Online, Office 365 Administration, AzureAD, and Exchange Online.
• Strong understanding of public domains, DNS hosting, and management.

Responsibilities

• Provide Level 2 technical support for escalated hardware, software, network, and system issues, ensuring timely resolution.
• Troubleshoot and resolve complex incidents involving desktops, laptops, operating systems, applications, VPN, connectivity, and peripherals.
• Configure, maintain, and troubleshoot workstations, applications, user accounts, and IT equipment for end users.
• Investigate recurring technical issues and identify root causes to prevent future incidents while maintaining accurate documentation.
• Provide technical guidance and mentoring to Level 1 Helpdesk Specialists while managing and prioritizing support tickets based on urgency.

Skills

Desktop OS administration

Server OS administration

Networking fundamentals

Active Directory (on-premise & Azure)

Microsoft Exchange (on-premise &Online

Office 365 / SharePoint Online

AzureAD

DNS hosting

VPN

Cloud platforms (AWS/Azure/Google)

Virtualization (VMware/Hyper-V)

Printers/Multi-function devices

Hardware provisioning

Tools

VMware

Hyper-V

Active Directory tools

Microsoft Exchange Admin Center

Job description

Discover your 100% YOU with MicroSourcing!
Position: L2 Helpdesk Technical Support Specialist
Location: Eastwood, Quezon City
Work setup & shift: Onsite | Day shift

Why join MicroSourcing?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a L2 Helpdesk Technical Support Specialist, you will:

• Provide Level 2 technical support for escalated hardware, software, network, and system issues, ensuring timely resolution.
• Troubleshoot and resolve complex incidents involving desktops, laptops, operating systems, applications, VPN, connectivity, and peripherals.
• Configure, maintain, and troubleshoot workstations, applications, user accounts, and IT equipment for end users.
• Investigate recurring technical issues and identify root causes to prevent future incidents while maintaining accurate documentation.
• Provide technical guidance and mentoring to Level 1 Helpdesk Specialists while managing and prioritizing support tickets based on urgency.

What You Need

Non-negotiables

• Experience in troubleshooting and resolving core services for Desktop OS (Windows 7, 8, 10 & 11, MacOS) and Server OS (Windows Server 2008 R2 and above, 2012, 2016, 2019 & 2022).
• Solid networking foundation, including TCP/IP, DNS, DHCP, and VPN.
• Extensive experience with Active Directory (on-premise and Azure) and Microsoft Exchange (on-premise and Online).
• Strong understanding and knowledge of Office 365, including SharePoint Online, Office 365 Administration, AzureAD, and Exchange Online.
• Strong understanding of public domains, DNS hosting, and management.

Preferred Skills/expertise

• Experience with Cloud computing platforms (e.g., AWS, Azure, Google Cloud).
• Understanding of Virtual Environments and familiarity with virtualization technologies (VMware, Hyper-V).
• Knowledge of Voice/Video Network infrastructure and unified applications.
• Experience in troubleshooting Multi-Function devices and printers.
• Strong background in hardware and software provisioning run-up for client orders, including management and ordering of licenses and equipment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.