Job Title: System Administrator L2

Work Arrangement: Remote

Schedule: Rotating Shift

Location: Cebu

Employment Type: Full-time

Salary: ₱80,000 – ₱100,000

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

Incident Resolution

• 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

Customer Service

• 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

Documentation & Recordkeeping

• 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

Learning & 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 (Microsoft, Cisco) are a plus

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