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 of related experience as Tier 2 Desktop Support or equivalent
- Hands-on experience in troubleshooting and administering business environments
- M365 experience: working within M365 admin centers to investigate and resolve issues
- Experience in a 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 the 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 the 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 the 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 the solution is not immediately clear
Security Awareness:
- Recognize phishing indicators, suspicious MFA prompts, malicious links, and standard security concerns
- Follow standard security procedures and escalate potential threats immediately
