Senior L2 Helpdesk Specialist - Remote Support

MicroSourcing; Quezon City; On-site; PHP 600,000 - 820,000; Full time

Job summary

MicroSourcing is seeking a Senior L2 Helpdesk Technical Support Specialist in the Philippines to diagnose and resolve complex hardware, software, network, and system issues. The role handles escalated incidents from Level 1 and aims to improve IT service delivery and user experience.

Responsibilities include providing Level 2 support for escalated issues, troubleshooting across desktops and VPN, managing tickets, and mentoring Level 1 staff while ensuring compliance with SLAs and IT security

Responsibilities

• Provide high-quality Level 2 technical support for escalated hardware, software, network, and system issues.
• Troubleshoot and resolve complex incidents involving desktops, laptops, operating systems, applications, VPN, connectivity, and peripherals.
• Investigate recurring technical issues and identify root causes to prevent future incidents.
• Manage and prioritize support tickets based on urgency and business impact.
• Provide remote and onsite technical assistance to end users.
• Escalate complex issues to Level 3 support, vendors, or relevant technical teams when required.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge articles.
• Assist with system upgrades, software deployments, device provisioning, and IT projects.
• Monitor IT systems and services and proactively address potential issues.
• Provide technical guidance and mentoring to Level 1 Helpdesk Specialists.
• Ensure compliance with IT security policies, procedures, and SLAs.
• Communicate effectively with users and stakeholders regarding incident status and resolution.

Job description

MicroSourcing is seeking a Senior L2 Helpdesk Technical Support Specialist in the Philippines to diagnose and resolve complex hardware, software, network, and system issues. The role handles escalated incidents from Level 1 and aims to improve IT service delivery and user experience.

Responsibilities include providing Level 2 support for escalated issues, troubleshooting across desktops and VPN, managing tickets, and mentoring Level 1 staff while ensuring compliance with SLAs and IT security