Technical Support Specialist

Virtual Business Partners LLC; Cagayan de Oro; On-site; PHP 380,000 - 580,000; Full time

Benefits offered by this job

HMO coverage

Dental & Optical benefits

2-week paid Christmas vacation

Electricity & Data subsidies

Educational assistance 25K

Training and equipment provided

Fixed schedule Mon-Fri 7 AM to 4 PM

Job summary

Virtual Business Partners LLC is seeking a Technical Support Specialist in the Philippines to deliver second-level technical support and operational administration across managed customer environments. You will resolve escalated incidents, administer Microsoft 365, and manage endpoint environments using Datto RMM and Intune.

You will provide on-call support, work with teams to maintain SLAs, and contribute to continuous service improvement in security, networking, and cloud infrastructure.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum 2–3 years in IT support or related roles.
• Strong technical skills in troubleshooting hardware, software, and network issues.
• Proficiency in Windows, macOS, Linux, and productivity tools (Office, G Suite).
• Familiarity with ITIL and incident management best practices.
• Excellent communication, ability to explain technical concepts to non-technical users.
• Certifications such as CompTIA A+, Network+, MCITP are a plus.

Responsibilities

• Provide second-level technical support via phone, email, Teams, and remote access to complex issues.
• Diagnose and resolve escalated incidents related to Windows devices, Microsoft 365, and collaboration tools.
• Serve as primary escalation point for complex issues from Service Desk and L1 teams.
• Perform mailbox, OneDrive, SharePoint, file, and data recovery requests with minimal disruption.
• Escalate unresolved issues to specialist engineering teams and maintain ownership through resolution.
• Resolve incidents and service requests within SLAs.
• Troubleshoot Windows devices, Microsoft 365 apps, Outlook, Teams, OneDrive, SharePoint, printers, and business apps.
• Provide on-call support during weekends and after hours.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Manage endpoint provisioning, device configuration, software deployment, and endpoint compliance using Datto RMM, Intune, and other tools.
• Support user identity, authentication, access management, and security controls including MFA and Conditional Access.
• Create and maintain technical documentation and knowledge base articles.
• Participate in change implementations, onboarding, and scheduled maintenance.

Skills

Troubleshooting

Communication

Independent worker

multitasking

Education

Bachelor’s degree in CS/IT

Tools

Datto RMM

Intune

Microsoft 365

Entra ID

Job description

Job Description:

Overview of the Role

The Technical Support Specialist will provide second-level technical support and operational administration across managed customer environments, ensuring the reliable and efficient delivery of technology services. This role will be responsible for resolving escalated incidents and service requests, administering Microsoft 365 environments, endpoint management platforms, cloud infrastructure, networking, and security solutions, while maintaining compliance with service level agreements (SLAs) and delivering high levels of customer satisfaction. Serve as a technical escalation point for complex issues, provide expert troubleshooting and resolution support, and contribute to continual service improvement initiatives that enhance service reliability, operational efficiency, and customer outcomes.

Main duties include:

• Provide advanced technical support to end users via phone, email, Microsoft Teams, and remote support, ensuring timely resolution of complex technical issues.
• Diagnose, troubleshoot, and resolve escalated incidents related to Windows devices, Microsoft 365, collaboration tools, endpoint management, and user productivity applications.
• Act as the primary escalation point for complex issues from the Service Desk and L1 Technical Support teams.
• Perform mailbox, OneDrive, SharePoint, file, and user data recovery requests, ensuring minimal disruption to business operations.
• Escalate unresolved issues to specialist engineering teams while maintaining ownership, communication, and coordination through resolution.
• Resolve escalated incidents and service requests within agreed SLAs.
• Troubleshoot Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, and business applications.
• Escalate complex issues to senior engineers while maintaining ownership through resolution.
• Provide on-call support during weekends and outside regular business hours to ensure timely response and resolution of urgent and critical incidents.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Manage endpoint provisioning, device configuration, software deployment, application packaging, and endpoint compliance using Datto RMM, Intune, and other endpoint management platforms.
• Support user identity, authentication, access management, and security controls, including Microsoft Entra ID, Multi-Factor Authentication (MFA), Conditional Access, and self-service capabilities.
• Administer Microsoft Intune, Entra ID, Microsoft 365 user accounts, licensing, and MFA.
• Manage endpoint monitoring, software deployments, and remote remediation using Datto RMM.
• Create and maintain technical documentation, knowledge base articles, standard operating procedures, and user guides to support service delivery and knowledge sharing.
• Participate in change implementations, customer onboarding, and scheduled maintenance activities.

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2-3 years of experience in IT support or related roles.
• Strong technical skills in troubleshooting hardware, software, and network issues.
• Proficiencyin operating systems (Windows, MacOS, Linux) and productivity software (Microsoft Office, G Suite).
• Familiarity withITILframework and best practices in incident management and service delivery.
• Excellent communication skills with the ability to convey technical concepts to non-technical users.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.

• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation
• Electricity & Data subsidies
• 25K Educational Assistance
• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM
• Additional details will be discussed during the Job Offer stage.