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Position Summary
We are seeking a skilled and resourceful Level 2 IT Support Specialist to provide advanced technical assistance and serve as an escalation point for Level 1 support issues. This role involves diagnosing complex technical problems, maintaining IT infrastructure, and ensuring system reliability across hardware, software, and network environments. The ideal candidate demonstrates strong analytical skills, a collaborative mindset, and the ability to resolve issues efficiently while maintaining high user satisfaction.
Job Details
Work Setup: Work from Home
Schedule: Monday to Friday | 8 AM to 5 PM MST or 9 AM to 6 PM MST
Holidays: Following US Holidays
Key Responsibilities
Act as the escalation point for Level 1 IT Support, resolving advanced hardware, software, and network issues.
Troubleshoot and repair operating system, application, and connectivity problems across Windows and Mac environments.
Administer and maintain user accounts, permissions, and group policies in Active Directory, Microsoft 365, and other enterprise systems.
Support configuration and maintenance of servers, shared drives, and network devices (routers, switches, firewalls, printers, etc.).
Monitor system performance, backups, and security alerts to ensure optimal uptime and compliance.
Perform advanced installations, updates, and patches for software, drivers, and operating systems.
Assist with deployment and management of endpoint devices through tools like Intune, SCCM, or similar.
Collaborate with IT management to document known issues, standard operating procedures, and root cause analyses.
Provide guidance and mentoring to Level 1 Support staff to improve technical troubleshooting capabilities.
Participate in IT projects such as system upgrades, migrations, and infrastructure improvements.
Maintain accurate and detailed records of issues, resolutions, and configuration changes in the helpdesk system.
Ensure compliance with IT security policies, data protection standards, and company procedures.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
3+ years of experience in IT support or systems administration, with at least 1 year handling Level 2 responsibilities.
Strong working knowledge of Windows and/or Mac OS environments, Microsoft 365, and Active Directory.
Proficiency with network technologies and troubleshooting (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).
Experience managing and maintaining ticketing/helpdesk systems (e.g., ServiceNow, Zendesk, JIRA, Freshdesk).
Familiarity with endpoint management tools, system imaging, and remote support software.
Solid understanding of IT security principles and data protection best practices.
Excellent analytical, communication, and documentation skills.
Proven ability to work independently while coordinating effectively with cross-functional IT teams.
Sourcefit is a Business Process Outsourcing (BPO) company based in Manila Philippines, focused on providing Custom Offshore Staffing Solutions.
Sourcefit is a dynamic, quickly-growing outsourcing solutions provider offering customized services for select,high-end international clients. We are committed to providing our clients with vision,innovation,and dedication, but we realize that above all what we are offering is our TEAM. We understand that the Sourcefit team is our most important asset and we place top priority on making Sourcefit an exciting, rewarding and fun place to work.
At Sourcefit, we not only offer outstanding benefits such as healthcare, but also a promise to help you to realize your vision and potential. We have an aggressive internal promotion plan and continuing education and certification assistance. Contact us and together let’s discover how a great team can help you to be all you can be.
Job ID: 132881931
