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Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
The Role
We are seeking a Tier 2 Help Desk Support Specialist to join our team. This role is ideal for experienced IT professionals who excel at problem-solving and technical troubleshooting. You will play a key role in handling complex issues that require deeper investigation, correlation of symptoms, and sound technical judgment, while also providing advanced support for server and infrastructure troubleshooting within a Managed Service Provider (MSP) environment.
Location: Must be in the Philippines Remote.
Timezone: Monday to Friday 7AM 4PM PST / 10PM 7AM Philippine Time
Contract: Full Time Employment
Qualifications
- 4-6 years related experience as Tier 2 Desktop Support or equivalent
- Hands-on experience troubleshooting and administering business environments
- M365 experience: working within M365 admin centers to investigate and resolve issues
- Experience in Managed Service Provider (MSP) environment
- Active Directory administration and troubleshooting server-related services (file shares, printers, authentication, policy-related issues)
- Network troubleshooting in DNS, DHCP, VPN, TCP/IP issues in live support environments
Responsibilities
- Troubleshoot and resolve escalated issues (workstations, servers, business applications, M365, user access, networking, endpoint configuration)
- Handle issues requiring deeper investigation, correlation of symptoms, and technical judgment
- Support server and infrastructure troubleshooting (Active Directory, DNS, DHCP, VPN, file shares, printers, related services)
- Modify system settings, configurations, policies, and software components to resolve issues or improve performance
- Support client onboarding, workstation/software configuration, and implementation of approved technical changes
- Document findings, root causes, resolution details, and next actions clearly in ticketing system
- Contribute to service improvement by identifying gaps in documentation, process, tooling, and recurring client pain points
- Work within M365 admin centers to investigate and resolve issues beyond basic user support
- Troubleshoot mail flow, licensing, account state issues, permissions, Teams behavior, OneDrive/SharePoint sync or access issues, cross-service user problems
- Distinguish between routine end-user issues and tenant-level, policy-level, or configuration-level issues
Windows Server / Active Directory
- Use Active Directory confidently for user, group, OU, policy, login, and permissions-related troubleshooting
- Troubleshoot file shares, print services, authentication issues, and standard Windows Server issues
- Work with Group Policy at functional level (identify policy-related issues, make approved changes)
- Investigate server-side causes of end-user issues when applicable
Networking
- Troubleshoot issues involving DNS, DHCP, VPN, TCP/IP, and general connectivity
- Isolate whether problem is local, server-side, application-side, ISP-related, or network-related
- Gather meaningful diagnostic information and move issues toward resolution
Desktop / Endpoint / Application Support
- Support Windows and Mac systems in business environments
- Troubleshoot advanced endpoint and application issues (log review, configuration analysis, cross-system troubleshooting)
- Configure and support workstations, standard business software, and client-specific environments with accuracy
Research And Problem Solving
- Research unfamiliar issues using documentation, vendor resources, forums, and AI tools
- Apply reasoning and technical judgment when working through issues
- Operate effectively in situations where solution is not immediately clear
Security Awareness
- Recognize phishing indicators, suspicious MFA prompts, malicious links, standard security concerns
- Follow standard security procedures and escalate potential threats immediately
