IT Support Specialist (Level 1&2) - 029

Position: IT Support Specialist (Level 1 & Level 2)

Location: Remote - 100% WFH

Working Hours: Mondays to Fridays, 7:00am to 4:00pm Philippine Time

Salary range:

• PHP 45,000 - PHP 60,000/month - Level 1
• PHP 65,000 - PHP 95,000/month - Level 2

• Combination (Level 1&2) - upto PHP 95,000/month

Holidays: TBD

OVERVIEW

The IT Support Specialist provides technical support across hardware, software, networks, and cloud environments. This role ensures smooth day-to-day operations for clients by resolving incidents, maintaining systems, and delivering excellent customer service. Level 1 focuses on first-line troubleshooting and routine tasks, while Level 2 handles more complex issues, escalations, and deeper infrastructure support.

RESPONSIBILITIES

Technical Support & Troubleshooting

• Provide daily support for client systems including desktops, servers, applications, networks, and cloud services.
• Diagnose and resolve technical issues; escalate complex incidents when required.
• Maintain strong customer focus by ensuring timely, accurate, and effective resolutions.

Systems Maintenance & Monitoring

• Perform proactive tasks such as monitoring, patching, updates, and performance optimisation.
• Support private-cloud and hybrid-cloud infrastructure alongside the internal support team.

Client Engagement

• Communicate clearly with clients to understand issues, provide updates, and set expectations.
• Deliver high-quality service that aligns with client needs and technical standards.

Documentation & Process Improvement

• Contribute to knowledge base articles, troubleshooting guides, and internal documentation.
• Participate in ongoing improvements to support processes and workflows.

Managing Level 1&2 Support

Level 1:

• Handles first-line support, basic troubleshooting, and ticket triage.
• Escalates complex issues to Level 2.

Level 2:

• Manages complex incidents, root-cause diagnosis, and advanced troubleshooting.
• Supports infrastructure-level tasks and provides escalation support for Level 1.

Availability

• Participate in on-call rotation and provide after-hours support when required.

Requirements

QUALIFICATIONS

Technical Skills & Experience

• 2–4+ years of experience in IT support, service desk, or infrastructure roles.
• Strong knowledge of:
• Windows/Mac desktop support
• Basic server administration
• Network fundamentals (TCP/IP, DNS, DHCP)
• Active Directory, Group Policy
• Microsoft 365 or equivalent cloud platforms
• Experience or interest in cloud and hybrid-cloud infrastructure (preferred).

Soft Skills & Attributes

• Strong analytical and problem-solving skills with a “get things done” mindset.
• Excellent verbal and written communication skills.
• Ability to multitask in a dynamic, fast-paced environment.
• Customer-focused approach with a desire to improve user experience.
• Continuous learner with passion for new technologies and modern infrastructure.