Level 2 IT Helpdesk: Remote Support Expert

ULTIM8 OUTSOURCE SOLUTIONS CORPORATION; Metro Manila; Remote; PHP 1,252,000 - 2,087,000; Full time

Job summary

ULTIM8 OUTSOURCE SOLUTIONS CORPORATION is seeking a remote IT Helpdesk specialist to support Australian end users from the Philippines. You will handle Level 1–2 tickets, perform remote diagnostics, and ensure fast resolution with strong customer communication.

Responsibilities include Windows 10/11, M365, Outlook/Teams, VPN, and AD/Entra ID administration, with escalation to Level 3 as needed. A reliable home office setup and English fluency are required.

Qualifications

• Experience providing Level 1–2 end-user support with strong English communication.
• Ability to troubleshoot Windows, Office 365 apps, VPN, and networking remotely.
• Familiarity with ITIL/service-desk processes and SLA adherence.

Responsibilities

• Provide Level 1 and Level 2 technical support to Australian end users.
• Handle inbound calls and service desk tickets; troubleshoot remotely.
• Diagnose and resolve Windows, M365, Outlook, Teams, VPN, printers, networking, and applications.
• Perform remote desktop support using ConnectWise, TeamViewer, AnyDesk, BeyondTrust, or similar tools.
• Manage user accounts, password resets, MFA, permissions, and basic Active Directory/Entra ID administration.
• Escalate complex issues to Level 3 teams and maintain ticket documentation and SLA compliance.
• Communicate professionally with Australian customers and align with their business hours.

Skills

Windows 10/11

Microsoft 365 / Office 365

Outlook

Teams

Active Directory / Entra ID

Azure basics

VPN troubleshooting

TCP/IP/DNS/DHCP

Remote Desktop / remote-support

Ticketing systems knowledge

Endpoint security troubleshooting

Customer-service skills

Tools

ServiceNow

Jira

Zendesk

Freshservice

ConnectWise

Job description

ULTIM8 OUTSOURCE SOLUTIONS CORPORATION is seeking a remote IT Helpdesk specialist to support Australian end users from the Philippines. You will handle Level 1–2 tickets, perform remote diagnostics, and ensure fast resolution with strong customer communication.

Responsibilities include Windows 10/11, M365, Outlook/Teams, VPN, and AD/Entra ID administration, with escalation to Level 3 as needed. A reliable home office setup and English fluency are required.