Senior Service Desk Systems Administrator (Remote)

BlueAlly; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Government mandated benefits

Equipment provided

100% Remote within the Philippines

Professional development opportunities

Dynamic and inclusive work culture

Job summary

BlueAlly in the Philippines is seeking an experienced Service Desk Engineer to act as the primary escalation resource for Level 1 incidents and tickets. The role covers advanced troubleshooting across enterprise applications, identity, endpoint, and network domains, with Tier 2 support for server and virtualization environments.

You will mentor Level 1 staff, coordinate with vendors, and ensure timely resolution within defined SLAs, while maintaining thorough documentation and cross‑team

Qualifications

• 3+ years in a service desk or technical support role with escalation experience.
• Strong networking fundamentals and Windows/M365 administration.
• Experience with ITSM platforms, ticket queues, and SLA management.
• Familiarity with virtualization and backup technologies.

Responsibilities

• Serve as primary escalation resource for Level 1 tickets and incidents.
• Perform advanced troubleshooting across apps, identity, endpoint, network, server, and backup domains.
• Diagnose network connectivity issues (DNS/DHCP, VLANs, VPN, Wi‑Fi) per documented procedures.
• Handle Active Directory, Group Policy, provisioning, and access management tasks.
• Support server infrastructure and virtualization environments at Tier 2 using runbooks.
• Prepare Tier 3 escalation packages with impact analysis and troubleshooting history.
• Mentor Level 1 staff, review tickets, and contribute to knowledge bases.
• Ensure communication, SLA awareness, and accurate ticket closure notes.
• Support 24x7 Service Desk coverage and shift handoffs.

Skills

Troubleshooting

Documentation

Vendor coordination

Cross-team communication

Mentoring Level 1 staff

SLA / ticket management

Remote support skills

Scripting/automation (basic)

Education

Associate or Bachelor’s degree in IT / CS / IS or related field

Tools

Zendesk

Windows Server

Active Directory / Group Policy

VMware vSphere / Hyper-V

Backup/recovery technologies

Job description

BlueAlly in the Philippines is seeking an experienced Service Desk Engineer to act as the primary escalation resource for Level 1 incidents and tickets. The role covers advanced troubleshooting across enterprise applications, identity, endpoint, and network domains, with Tier 2 support for server and virtualization environments.

You will mentor Level 1 staff, coordinate with vendors, and ensure timely resolution within defined SLAs, while maintaining thorough documentation and cross‑team