Senior L2 Helpdesk Technical Support Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

Healthcare on day one

PTO with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines is seeking a Senior L2 Helpdesk Technical Support Specialist to provide onsite Level 2 support at Eastwood, Quezon City, on a day shift.

You will troubleshoot hardware, software, network and system issues, mentor Level 1 staff, and ensure timely incident resolution while maintaining thorough documentation and IT asset controls.

Qualifications

• Must troubleshoot and resolve core services for Desktop OS (Windows 7/8/10/11, MacOS) and Server OS (Windows Server 2008 R2+).
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• Experience with on-premise and cloud-based Exchange and Active Directory environments.
• Proficient with Office 365 suite, SharePoint Online, AzureAD, and Exchange Online.
• Knowledge of DNS hosting and management.

Responsibilities

• Provide Level 2 technical support for escalated hardware, software, network, and system issues.
• Troubleshoot complex incidents across desktops, laptops, OS, applications, VPN, and peripherals.
• Configure and maintain workstations, apps, user accounts, and IT equipment for end users.
• Investigate recurring issues and identify root causes; document findings.
• Mentor Level 1 Helpdesk staff and manage tickets by urgency.

Skills

Desktop OS troubleshooting

Server OS

Networking basics

Active Directory

Exchange Online

Office 365

AzureAD

DNS/DNS hosting

VPN

Cloud platforms

Virtualization

Tools

VMware

Hyper-V

Job description

Discover your 100% YOU with MicroSourcing!

Position: Senior L2 Helpdesk Technical Support Specialist

Location: Eastwood, Quezon City

Work setup & shift: Onsite | Day shift

Why join MicroSourcing

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Senior L2 Helpdesk Technical Support Specialist, you will:

• Provide Level 2 technical support for escalated hardware, software, network, and system issues, ensuring timely resolution.
• Troubleshoot and resolve complex incidents involving desktops, laptops, operating systems, applications, VPN, connectivity, and peripherals.
• Configure, maintain, and troubleshoot workstations, applications, user accounts, and IT equipment for end users.
• Investigate recurring technical issues and identify root causes to prevent future incidents while maintaining accurate documentation.
• Provide technical guidance and mentoring to Level 1 Helpdesk Specialists while managing and prioritizing support tickets based on urgency.

What You Need

Non-negotiables

• Experience in troubleshooting and resolving core services for Desktop OS (Windows 7, 8, 10 & 11, MacOS) and Server OS (Windows Server 2008 R2 and above, 2012, 2016, 2019 & 2022).
• Solid networking foundation, including TCP/IP, DNS, DHCP, and VPN.
• Extensive experience with Active Directory (on-premise and Azure) and Microsoft Exchange (on-premise and Online).
• Strong understanding and knowledge of Office 365, including SharePoint Online, Office 365 Administration, AzureAD, and Exchange Online.
• Strong understanding of public domains, DNS hosting, and management.

Preferred Skills/expertise

• Experience with Cloud computing platforms (e.g., AWS, Azure, Google Cloud).
• Understanding of Virtual Environments and familiarity with virtualization technologies (VMware, Hyper-V).
• Knowledge of Voice/Video Network infrastructure and unified applications.
• Experience in troubleshooting Multi-Function devices and printers.
• Strong background in hardware and software provisioning (run-up) for client orders, including management and ordering of licenses and equipment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.