Level 2 Technical Support Specialist

iTeraSource Philippines Corp; Cebu City; On-site; PHP 446,400 - 781,200; Full time

Job summary

iTeraSource Philippines Corp is seeking an experienced Level 2 Technical Support Specialist to support a Canadian MSP client. The role emphasizes Microsoft 365, Windows Server, Active Directory, networking, and cloud services within an MSP.

The position is full-time, on-site in Cebu with a night shift. Strong English communication and customer-service skills are required, with experience in Autotask PSA and SharePoint migrations preferred.

Qualifications

• Minimum 3-5 years of IT support experience.
• Minimum 2 years of MSP experience.
• Experience supporting SharePoint Online and OneDrive.
• Experience with Windows Server 2016/2019/2022.
• Strong knowledge of Active Directory, Group Policy, DNS, and DHCP.
• Experience supporting Windows 11 environments.
• Strong networking knowledge including TCP/IP, VPNs, VLANs, switching, wireless networking, and firewall troubleshooting.
• Experience with Exchange Online administration.
• Experience using Autotask PSA or similar ticketing systems.
• Excellent verbal and written English communication skills.
• Strong customer service and relationship management skills.
• Ability to work independently and manage multiple priorities.
• Live within 45 minutes of the office.

Responsibilities

• Troubleshoot and resolve Level 2 support tickets and escalations.
• Administer Microsoft 365 including Exchange Online, SharePoint Online, OneDrive, Teams, and Intune.
• Support Windows Server environments and Active Directory.
• Configure and troubleshoot DNS, DHCP, Group Policy, and user administration.
• Support Windows 11 workstations and endpoint management.
• Troubleshoot switches, firewalls, VPNs, VLANs, and wireless networks.
• Perform server maintenance, patching, upgrades, and monitoring.
• Assist with Microsoft 365 migrations and SharePoint projects.
• Manage and document tickets using Autotask PSA.
• Maintain accurate documentation and knowledge base articles.
• Work closely with senior engineers on projects and escalations.

Skills

Microsoft 365

Windows Server

Active Directory

Networking

DNS/DHCP

Group Policy

VLANs

VPNs

Firewalls

Windows 11

SharePoint Online

OneDrive

Autotask PSA

Migrations

Azure

Education

Bachelor's degree

Tools

Autotask PSA

Datto RMM

Huntress

Auvik

VMware

Hyper-V

Azure administration

Job description

On-site - Cebu 3-5 Yrs Exp Bachelor Full-time

Job Description

We are looking for an experienced Level 2 Technical Support Specialist to support our client, a growing Canadian Managed Services Provider. The successful candidate will have strong experience supporting Microsoft 365 environments, Windows Servers, Active Directory, networking infrastructure, and cloud services within an MSP environment. This role requires excellent communication skills, professionalism, and a strong customer-service mindset.

Full-Time Position. Night Shift Office-based

Schedule: 8:00AM - 5:00PM Eastern Standard Time

Key Responsibilities:

• Troubleshoot and resolve Level 2 support tickets and escalations
• Administer Microsoft 365 including Exchange Online, SharePoint Online, OneDrive, Teams, and Intune
• Support Windows Server environments and Active Directory
• Configure and troubleshoot DNS, DHCP, Group Policy, and user administration
• Support Windows 11 workstations and endpoint management
• Troubleshoot switches, firewalls, VPNs, VLANs, and wireless networks
• Perform server maintenance, patching, upgrades, and monitoring
• Assist with Microsoft 365 migrations and SharePoint projects
• Manage and document tickets using Autotask PSA
• Maintain accurate documentation and knowledge base articles
• Work closely with senior engineers on projects and escalations

Mandatory Requirements:

• Minimum 3-5 years of IT support experience
• Minimum 2 years of MSP experience
• Experience supporting SharePoint Online and OneDrive
• Experience with Windows Server 2016/2019/2022
• Strong knowledge of Active Directory, Group Policy, DNS, and DHCP
• Experience supporting Windows 11 environments
• Strong networking knowledge including TCP/IP, VPNs, VLANs, switching, wireless networking, and firewall troubleshooting
• Experience with Exchange Online administration
• Experience using Autotask PSA or similar ticketing systems
• Excellent verbal and written English communication skills
• Strong customer service and relationship management skills
• Ability to work independently and manage multiple priorities
• Live within 45 minutes of the office

Preferred Qualifications:

• Microsoft certifications (MS-900, AZ-900, MS-102, MD-102)
• Experience with Datto RMM, Huntress, Auvik, or similar MSP tools
• Experience with Azure administration
• Experience with cybersecurity technologies including Microsoft Defender, MFA, and Conditional Access
• Experience with VMware or Hyper-V virtualization

Your application will include the

following questions:

• How long is your notice period?
• What is your expected monthly salary?