Remote IT Service Desk Specialist (L2) MSP & Microsoft

Lewis Personnel Management; Metro Manila; Remote; PHP 600,000 - 720,000; Full time

Job summary

Lewis Personnel Management is seeking a remote IT Support Specialist to act as a key 2nd line support resource for a global client base. You will handle incidents via the Service Desk, document processes, and collaborate with 1st, 2nd, and 3rd line teams to maintain SLA adherence.

The role emphasizes MSP experience, strong Microsoft tech knowledge, and proactive problem solving while working in an international time zone setup.

Qualifications

• 5+ years in a customer-facing IT support role with a strong focus on Service Desk.
• 2+ years in a customer-facing IT support role.
• Deep knowledge of the Microsoft stack (Windows Server, Exchange, System Center, Active Directory, Office 365).
• Strong networking knowledge (TCP/IP, DNS, DHCP).
• Familiar with ITIL processes and able to create and maintain operational documentation.
• Experience with an IT managed services provider (MSP) is preferred.
• Able to spot trends and patterns in recurring tickets.
• Documentation skills for internal and external use.
• Has Microsoft Certifications and ITIL 4 Foundation certification.
• Takes ownership and accountability.

Responsibilities

• Provide 2nd line technical, clear and professional support to all staff by phone or email.
• Maintain a high level of customer service for all support queries and adhere to service management principles and SLA.
• Escalate to external technical support when problems cannot be resolved in house.
• Maintain a log of software or hardware problems detected.
• Take ownership of user problems and be proactive in resolving issues.
• Support users in operating computer equipment as needed.
• Assist 1st line engineers when escalation is required and train them to progress their skills.
• Allocate complex service issues to 3rd line IT Infrastructure Engineers.
• Act as the customer service point of contact between the 3rd line and the client.
• Respond to inquiries and help resolve hardware or software problems.
• Assist in onboarding clients and light projects.

Skills

Customer-facing IT support

Microsoft stack administration

Networking

ITIL knowledge

MSP experience

Documentation skills

Microsoft Certifications

ITIL 4 Foundation

Tools

Office 365

Windows Server

Job description

Lewis Personnel Management is seeking a remote IT Support Specialist to act as a key 2nd line support resource for a global client base. You will handle incidents via the Service Desk, document processes, and collaborate with 1st, 2nd, and 3rd line teams to maintain SLA adherence.

The role emphasizes MSP experience, strong Microsoft tech knowledge, and proactive problem solving while working in an international time zone setup.