IT Administrator

Work Arrangement / Work Shift: Hybrid / 8:30 AM New Zealand Time (4:30 AM Philippine time)

Role Overview:

We are seeking a highly motivated and customer-focused IT Administrator to join our growing Manila team. This role is heavily focused on Service Desk operations and customer support. You will act as the primary point of contact for our managed services customers, providing technical assistance, troubleshooting issues, and ensuring an exceptional support experience.

A significant portion of your day will involve handling incoming calls, responding to service requests, communicating with customers, and resolving technical issues across Microsoft 365, Windows, cloud platforms, networking, and endpoint devices.

In addition to Service Desk responsibilities, you will assist with infrastructure administration, cybersecurity initiatives, Microsoft 365 management and continuous service improvement.

This position offers exposure to a wide range of technologies and provides excellent opportunities for career development within a growing international MSP.

What You'll Be Doing:

Service Desk & Customer Support

• Answer inbound customer support calls
• Act as the first point of contact for all service requests and incidents
• Deliver exceptional customer service and create positive customer experiences
• Log, prioritise, categorise and manage support tickets accurately
• Diagnose and resolve Level 1 and Level 2 technical issues
• Escalate incidents appropriately while maintaining ownership and communication
• Follow incidents through to resolution
• Maintain regular communication with customers regarding ticket progress.
• Meet agreed service levels (SLAs), response times and customer satisfaction targets
• Build and maintain positive relationships with customers

Microsoft 365 Administration

• Administer Microsoft 365 environments
• Support Exchange Online, Teams, SharePoint Online and OneDrive
• Manage user onboarding and offboarding
• Manage licensing and permissions
• Support Microsoft Entra ID (Azure AD)
• Configure and support multi-factor authentication (MFA)
• Assist with Microsoft 365 migrations and tenant administration

Infrastructure Administration

• Support Windows desktop and server environments
• Manage Active Directory, DNS, DHCP and Group Policy
• Monitor and maintain client systems and services
• Assist with patch management and system updates
• Support backup and disaster recovery solutions
• Assist in maintaining system documentation and standards
• Plan, schedule and perform firmware upgrades for firewalls, NAS devices, switches, wireless access points, printers, UPS devices, and other network-connected infrastructure
• Upgrade and maintain firmware on IoT and smart devices where managed as part of client environments

Network Support

• Troubleshoot LAN, WAN, wireless and VPN connectivity issues
• Support firewalls, switches and wireless infrastructure
• Assist with network monitoring and performance management
• Work with vendors and service providers to resolve connectivity issues

Cyber Security

• Follow security best practices and company policies
• Support endpoint security solutions
• Monitor and respond to security alerts
• Assist with vulnerability remediation activities
• Support disaster recovery and business continuity processes
• Promote a security-first approach in all support activities.

Documentation & Reporting

• Maintain accurate ticket records and time entries
• Create and update technical documentation
• Develop knowledge base articles and support guides
• Participate in reporting and operational reviews
• Ensure adherence to internal processes and standards.

What You'll Need:

• Minimum 4 years experience in IT Support, Service Desk, Systems Administration, or Managed Services
• Strong customer service and communication skills
• Excellent spoken and written English
• Experience supporting Microsoft Windows operating systems
• Experience supporting Microsoft 365 environments
• Experience with Active Directory and Microsoft Entra ID
• Understanding of networking fundamentals including DNS, DHCP, VPN and TCP/IP.
• Experience troubleshooting hardware and software issues
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and documentation skills.

How You Work:

You have a genuine passion for customer service and enjoy speaking with customers to understand their needs and help solve problems. You are professional, confident, empathetic, and patient, with a strong sense of ownership and commitment to seeing issues through to resolution. You are proactive and solutions-focused, work effectively both independently and as part of a team, and are committed to continuous learning and development. You also demonstrate a high level of integrity, professionalism, and confidentiality.

What Will Set You Apart:

• Experience working within an MSP environment
• Microsoft certifications
• Experience with Sophos solutions
• Experience using RMM and PSA platforms
• Experience with PowerShell scripting
• Experience with SharePoint administration
• Experience supporting Apple macOS devices
• Experience with VMware or Hyper-V
• Cybersecurity certifications or exposure.

About Atticus:

Atticus Advisory Solutions Inc. is a specialized remote staffing and IT offshoring firm based in the Philippines, providing vetted, high-quality Filipino talent to global tech startups, SMEs, and consulting firms, focusing heavily on niche areas like ERP (NetSuite), Accounting and Finance and IT, offering integrated recruiting, upskilling, and HR support to ensure high retention and reliable offshore teams.

Atticus provides a comprehensive solution for international companies to build dedicated, outsourced teams and efficiently scale their technical and administrative capabilities by leveraging skilled Filipino talent, managed with a focus on quality and long-term retention. We ensure the teams perform like extensions of the client's own operations.

Who We Are:

We are a customer-focused organization that puts people at the heart of everything we do. We believe great outcomes come from strong collaboration, where ideas are openly shared and teamwork is valued.

Our team members are proactive and confident—they take ownership, speak up, and are not afraid to ask questions. We encourage curiosity and continuous improvement, empowering everyone to challenge the status quo and find better ways of working.

We foster a growth mindset, where learning is continuous, feedback is welcomed, and mistakes are seen as opportunities to grow. Here, you are supported to develop your skills, improve processes, and make a meaningful impact.

Why Join Us:

At Atticus Advisory Solutions Inc, we value our employees and provide a positive and collaborative work environment. We offer competitive compensation, benefits, annual leaves, health and medical insurances. Our culture offers flexible working arrangement and opportunities for growth and development.