WFH Technical Support Specialist (Microsoft 365 & Google Workspace)

BruntWork; Metro Manila; A distancia; PHP 11.000 - 22.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Permanent work from home

Immediate hiring

Descripción de la vacante

BruntWork is seeking a highly technical Tier 1/2 Support Specialist to support MSP clients on weekends. You will handle end-user issues, assist with administration of Office 365 and Google Workspace, and serve as an escalation point for deeper investigations.

The role emphasizes strong troubleshooting, documentation, and collaboration with Tier 3 or vendors as needed. You will work Friday to Sunday in a 20-hour weekly schedule, with remote work options and a focus on security and knowledge base

Formación

• Strong experience administering M365/Azure/Entra and Google Workspace.
• Proficient in PowerShell scripting and Power Automate workflows.
• Experience in multi-client MSP environment.
• Excellent troubleshooting and communication, customer-first approach.

Responsabilidades

• Monitor inbound support channels (ticketing queue, email, chat, phone).
• Categorize and prioritize requests/incidents; confirm impacted users and services.
• Collect required information (device, OS, error messages, screenshots, steps to reproduce).
• Provide timely updates to users and stakeholders with initial response within 15 minutes.

Conocimientos

Troubleshooting

Communication

Customer focus

MSP experience

Herramientas

Microsoft 365

Google Workspace

PowerShell

Power Automate

Descripción del empleo

Job Overview

Our client is seeking a highly technical Tier 1/2 Support Specialist with a background in Managed Services (MSP) to support on weekends. The role involves supporting end users, assisting with administration of Office 365 and Google Workspace, handling general break-fix support, and serving as an escalation point for issues that require deeper investigation than standard helpdesk tasks.

Schedule

Friday - Sunday, 4:00 PM - 1:00 AM EST / 1:00 AM - 10:00 AM EST (20 work hours per week)

Responsibilities

• Support Operations (Intake, Triage, and Communication)
  
  
  
  • Monitor inbound support channels (ticketing queue, email, chat, phone).
  
  
  • Categorize and prioritize requests/incidents; confirm impacted users and services.
  
  
  • Collect required information (device, OS, error messages, screenshots, steps to reproduce).
  
  
  • Provide timely updates to users and stakeholders while maintaining an initial response within the first 15 minutes of receiving the ticket.
  
  
  
  


• End-User Support & Standard Request Fulfillment
  
  
  
  • Resolve common identity and access issues (password resets, account unlocks, MFA assistance).
  
  
  • Perform workstation troubleshooting (Wi-Fi, printers, peripherals, audio/video).
  
  
  • Answer "how do I" questions for standard business applications (email, collaboration tools).
  
  
  • Troubleshoot basic SaaS access issues (licensing, group membership, SSO at a basic level).
  
  
  • Install standard software from approved catalogs and follow documented deployment procedures.
  
  
  • Provide basic mobile device assistance (MAM enrollment, email setup, etc.) where applicable.
  
  
  • Support onboarding/offboarding by executing checklist items and routing equipment requests as needed.
  
  
  • Fulfill access requests via documented procedures (e.g., group adds, shared mailbox access request submissions).
  
  
  
  


• Tier 2 Systems Administration & Ecosystem Management
  
  
  
  • Administer and troubleshoot Microsoft 365 (including Entra ID/Azure AD, Exchange, Teams, SharePoint) and Google Workspace environments.
  
  
  • Investigate and remediate escalated issues requiring deeper root-cause analysis across identity, email, collaboration, and endpoint services.
  
  
  • Execute security and platform maintenance tasks (patching, configuration hygiene, and standardized changes) aligned to client requirements.
  
  
  • Coordinate with Tier 3 or vendors as needed to resolve complex incidents and implement durable fixes.
  
  
  
  


• Automation & Scripting
  
  
  
  • Develop and maintain PowerShell scripts to streamline repetitive administrative tasks and improve consistency.
  
  
  • Build and manage Power Automate workflows to reduce manual effort and improve service delivery.
  
  
  • Document automation workflows and operational runbooks; ensure safe change control and rollback plans.
  
  
  
  


• Web/PC Security (Client Sites)
  
  
  
  • Manage WordPress security patches, plugin updates, and general site maintenance (where applicable).
  
  
  • Manage monthly Endpoint checks to ensure patches and PCs are optimally running with security software and are up to date.
  
  
  
  


• Documentation, Knowledge Management, and Continuous Improvement
  
  
  
  • Leverage existing knowledge‑base articles to resolve issues efficiently and consistently.
  
  
  • Create and update KB articles based on repeated issues and newly documented procedures.
  
  
  • Identify recurring problems and recommend preventative improvements (automation, standardization, training, or tooling).
  
  
  
  


• Escalation & Coordination
  
  
  
  • Escalate incidents or non-standard requests to Tier 3/engineering with clear problem statements and business impact.
  
  
  • Include troubleshooting already performed, relevant logs/screenshots, impact/urgency, and user contact details.
  
  
  • Track escalations through to resolution and keep users informed throughout the lifecycle.
  
  
  
  

Requirements

• Strong proficiency administering Microsoft 365 (M365/Azure/Entra) and Google Workspace environments.


• Proven experience with PowerShell scripting and Power Automate workflow development/maintenance.


• Experience working in a multi-client environment (MSP background strongly preferred).


• Excellent troubleshooting and communication skills; customer‑first approach to support.


• Ability to utilize search engines, AI, and other tools to research issues and come up with a plan before escalation to Tier 3.


• Ability to document procedures clearly and contribute to a maintainable knowledge base.

Independent Contractor Perks

• Permanent work from home


• Immediate hiring