System Administrator L2 (Remote Set Up)

System Administrator L2

Work Arrangement: Remote
Schedule: Rotating Shift
Location: Cebu
Employment Type: Full-time
Salary: ?80,000 – ?100,000

About the Role
The System Administrator L2 is responsible for resolving Level 1 and Level 2 incidents, ensuring timely and exceptional customer service, maintaining accurate documentation, and continuously developing technical skills. This role requires strong technical expertise, proactive problem-solving, and the ability to provide efficient support in a dynamic IT environment.

Key Responsibilities
Resolve Level 1 and Level 2 incidents and follow escalation protocols
? Continuously review all tickets and statuses in your queue.
? Respond promptly to colleagues, end users, and partners.
? Follow company, partner, and customer security protocols at all times.
? Assess tickets, escalate when necessary, and document steps thoroughly.
? Ensure issues are fully resolved and verified with customers before closing tickets.
Provide timely and exceptional customer service
? Attend appointments and meetings on time.
? Set clear expectations with colleagues, partners, and end users.
? Communicate clearly via chat, email, and phone using professional language.
? Keep users updated frequently and provide proactive follow-ups.
? Deliver warm, friendly, and solution-focused customer service.
Maintain accurate records and documentation
? Record all time spent on issues against relevant tickets.
? Update notes with clear, detailed, and secure information.
? Ensure consistent communication with end users, partners, and colleagues.
? Avoid disclosing sensitive internal information.
Proactive learning and development
? Enhance knowledge by reviewing escalated tickets and documentation.
? Attend webinars and training sessions to strengthen technical skills.
? Share knowledge, tips, and best practices with colleagues.
? Engage in self-paced learning to develop expertise.

Level 1 Incident Examples
? Credential management (password resets, account unlocks).
? Microsoft Windows, Office, and Office 365 desktop support.
? User connectivity and application support.
? New user setup and deactivation in AD/Azure AD and Office 365.
? VPN account setup and email configuration.
? Device provisioning (workstations, laptops, smartphones).
? Virus/malware scanning and general performance optimization.
Level 2 Incident Examples
? Partial service outages affecting subsets of staff.
? Server-level support impacting limited users.
? Group permissions and printer support.
? Troubleshooting desktop/terminal server applications.
? Proactive server maintenance and monitoring.

Qualifications
? Minimum IT diploma level education and relevant Microsoft IT certification.
? Minimum 1 year in a Level 2 role or 2+ years in Level 1 with proven L2 skills.
? Minimum 2 years in a B2B IT support role.
? Strong knowledge of Microsoft desktop OS, Microsoft 365/Office 365, virtualization, and networking.
? Experience with FortiGate Firewalls, remote desktop tools (e.g., TeamViewer), and documentation/IT diagrams.
? Strong customer service skills and fluent verbal/written English.
? Certifications (e.g., Microsoft, Cisco) are a plus.

Candidates with attached CV and relevant experience will be considered for a phone interview.