Remote L2 IT Helpdesk Technician - Windows/Mac & M365

Sourcefit Philippines, Inc.; Philippines; On-site; PHP 360,000 - 720,000; Full time

Job summary

Sourcefit Philippines, Inc. is seeking an experienced IT Helpdesk professional to operate remotely in the Philippines. The role requires managing a full ticket queue from intake to closure, delivering L2 support across Windows, macOS, and cloud services, and maintaining clear communication with US-based stakeholders.

Strong body of experience with M365, Azure AD, and Intune is essential. The candidate will work night shifts aligned to US Pacific Time, provide regular reports, and collaborate

Qualifications

• Minimum of 3 years IT Helpdesk/Technical Support experience at L2 capacity.
• Clear demonstrable experience owning a personal ticket queue and reporting.
• Strong professional English communication, comfortable with US-based end users.
• Reliable availability for a full nightshift schedule aligned to US Pacific Time.
• Hands-on administration with Microsoft 365, Azure AD/Entra ID, Intune.
• Solid knowledge of Active Directory and Windows Server, DNS/DHCP basics, PowerShell, Linux.
• Experience supporting macOS/Apple hardware in a business environment.
• Hands-on experience with ServiceNow, Jira Service Management, or Zendesk.

Responsibilities

• Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are met.
• Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools.
• Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Support Azure AD / Entra ID for identity and device management.
• Administer and troubleshoot Active Directory and Windows Server environments, including user/group management and GPOs.
• Provide macOS and Apple device support, including MDM enrollment and end-user troubleshooting.
• Document cases clearly in the ticketing platform (ServiceNow, Jira, Zendesk, or similar).
• Produce weekly support reports detailing ticket volume, recurring issues, SLAs, and queue updates.
• Follow up with end users on open tickets to ensure timely resolution.
• Identify recurring problems and recommend process/documentation improvements.
• Maintain internal knowledge base articles and end-user documentation.
• Collaborate with US-based IT leadership on escalations and larger IT initiatives.

Skills

L2 support

English communication

Ticketing system

Microsoft 365

Azure AD / Entra ID

Intune

Active Directory

Windows Server

macOS support

PowerShell

Linux

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

Sourcefit Philippines, Inc. is seeking an experienced IT Helpdesk professional to operate remotely in the Philippines. The role requires managing a full ticket queue from intake to closure, delivering L2 support across Windows, macOS, and cloud services, and maintaining clear communication with US-based stakeholders.

Strong body of experience with M365, Azure AD, and Intune is essential. The candidate will work night shifts aligned to US Pacific Time, provide regular reports, and collaborate