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.