Senior IT Helpdesk Technician L2

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

Position Summary: The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users.

Job Details

Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST
Holidays: US Holidays.

Key Responsibilities

• Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently 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, GPOs, and basic server issues
• Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting
• Document all cases clearly and accurately within the company's ticketing platform (ServiceNow, Jira, Zendesk, or similar)
• Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates
• Proactively follow up with end users on open tickets and ensure timely resolution
• Identify recurring problems and recommend improvements in processes, documentation, or configuration
• Maintain and update internal knowledge base articles and end-user documentation
• Collaborate closely with US-based IT leadership on escalations and larger IT initiatives.

Required Qualifications

• Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity.
• Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting.
• Strong, professional English communication skills - both written and verbal. Must be comfortable working directly with US-based end users and stakeholders.
• Reliable availability for a full nightshift schedule aligned to US Pacific Time.
• Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune.
• Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux.
• Practical support experience with macOS and Apple hardware in a business environment.
• Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications.
• Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision.
• Stable home internet connection and a suitable work-from-home setup.

Preferred Qualifications

• Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator, Azure Administrator Associate, or Apple Certified Support Professional.
• Experience supporting a US-based media, publishing, or events company.
• Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.
• Experience building dashboards or reports from ticketing system data.